Michelle Critchfield
December 2025
Michelle
Critchfield
,
PHD, RN, AMB-BC
St. Luke's Health System
Twin Falls
,
ID
United States
I truly believe the support, patience, kindness, and direct multiple interactions with this patient were integral in offering potential life-saving interventions with the surgical care needed.
St Luke’s Ear, Nose and Throat - Twin Falls recently had a patient with a disability of agoraphobia and severe anxiety.
He was seen at the end of October for an ear issue, and a submandibular mass was discovered. CT was ordered, and it was determined a US-guided biopsy was needed. The biopsy did show cancer with a need for surgical intervention.
From the day the CT was completed, the patient wanted immediate results, though we did not yet have the answers he was seeking. It was explained that a biopsy and potentially even further surgery were needed to be able to diagnose the mass.
The patient repeatedly called the clinic demanding to speak with clinical staff. He was displaying aggressive behavior and language. The manager followed steps to set behavior expectations with the patient, which did help some with further interactions. The calls continued.
The patient was uncertain about seeking additional care or not, and the manager, nursing lead, and ENT providers had multiple lengthy conversations with the patient to support the patient through this process.
The patient had concerns about what would happen when he was asleep in surgery and had several requests, or “demands,” before he would agree to surgery. The manager met with the OR leader to discuss the requests, and the OR team was very accommodating to the best they could be.
The patient wanted a family member in the OR to ensure his privacy and integrity were honored. This was not an option, so we agreed on having Michelle, our lead RN from clinic, be in surgery with him.
The manager again spent 30+ minutes on the phone with the patient talking through his concerns and following up on the OR requests.
The patient was scheduled for surgery with his requested provider. However, the patient called again stating he was not doing well emotionally and did not feel he could wait that long for surgery. Michelle discussed doing surgery sooner with another provider, and the patient agreed. Surgery was scheduled for a sooner date.
On the day of surgery, Michelle presented to the OR at patient arrival time, per patient request. She remained through the entire surgery (though it was delayed by several hours) until the patient awoke from anesthesia and it was determined he should be admitted.
There were very difficult moments throughout this entire process, with the patient often referring to what he saw on “ChatGPT” and challenging providers' diagnoses and communication. The entire ENT team was very patient and supportive of the patient through this first step in his care journey.
I truly believe the support, patience, kindness, and direct multiple interactions with this patient were integral in offering potential life-saving interventions with the surgical care needed.
A special thank you to the OR team for accommodating requests and supporting this patient. We wish him the best in the next steps in his treatment process.
He was seen at the end of October for an ear issue, and a submandibular mass was discovered. CT was ordered, and it was determined a US-guided biopsy was needed. The biopsy did show cancer with a need for surgical intervention.
From the day the CT was completed, the patient wanted immediate results, though we did not yet have the answers he was seeking. It was explained that a biopsy and potentially even further surgery were needed to be able to diagnose the mass.
The patient repeatedly called the clinic demanding to speak with clinical staff. He was displaying aggressive behavior and language. The manager followed steps to set behavior expectations with the patient, which did help some with further interactions. The calls continued.
The patient was uncertain about seeking additional care or not, and the manager, nursing lead, and ENT providers had multiple lengthy conversations with the patient to support the patient through this process.
The patient had concerns about what would happen when he was asleep in surgery and had several requests, or “demands,” before he would agree to surgery. The manager met with the OR leader to discuss the requests, and the OR team was very accommodating to the best they could be.
The patient wanted a family member in the OR to ensure his privacy and integrity were honored. This was not an option, so we agreed on having Michelle, our lead RN from clinic, be in surgery with him.
The manager again spent 30+ minutes on the phone with the patient talking through his concerns and following up on the OR requests.
The patient was scheduled for surgery with his requested provider. However, the patient called again stating he was not doing well emotionally and did not feel he could wait that long for surgery. Michelle discussed doing surgery sooner with another provider, and the patient agreed. Surgery was scheduled for a sooner date.
On the day of surgery, Michelle presented to the OR at patient arrival time, per patient request. She remained through the entire surgery (though it was delayed by several hours) until the patient awoke from anesthesia and it was determined he should be admitted.
There were very difficult moments throughout this entire process, with the patient often referring to what he saw on “ChatGPT” and challenging providers' diagnoses and communication. The entire ENT team was very patient and supportive of the patient through this first step in his care journey.
I truly believe the support, patience, kindness, and direct multiple interactions with this patient were integral in offering potential life-saving interventions with the surgical care needed.
A special thank you to the OR team for accommodating requests and supporting this patient. We wish him the best in the next steps in his treatment process.