The patient population of 9WP has extremely complex discharge needs and can be one of the most difficult to place. Phyllis goes above and beyond for each and every patient to assure their discharge is tailored to their individual needs working very closely with them and their families to form an optimal plan of care. She truly values the input she receives and works tirelessly to customize every discharge she has. When a patient is successfully discharged from 9WP Phyllis never considers a case as closed. Patients will call weeks after they have been home with a new need and Phyllis does everything in her power to assist them or find the resource who can help them. Even when she is on a very well-deserved day or weekend off, her presence can still be felt on the unit. That is because everyone and I mean everyone, Phyllis is caring for has some kind of plan which she shares with the charge nurse should anything happen in her absence. When the staff of 9WP was asked what Phyllis’s best qualities are, each and every one had the word “devoted” on their list. Phyllis is also so humble that when she receives Wow Bucks in recognition for her excellent service, she is genuinely “over the moon” thrilled.
The unit had a very sad complex case a little over a year ago. A young gentleman was in need of a liver transplant, however, was not able to be listed due to many comorbidities and was a patient on the unit for several months. He was married and had two young sons. His devoted wife was naturally anxious and tremendously invested in his care. At times, she would become quite angry with the physicians and the staff during this difficult time in her life. Phyllis worked countless hours with her and was the only one who was able to earn her trust. Phyllis coordinated an almost impossible plan for discharge which allowed Mr. H the opportunity to spend his final weeks of life close to his young boys and loving wife. Months after his death, Phyllis received a Christmas card from the young widow thanking her for all she had done. Again, Phyllis did not see what she had done as anything extraordinary but we here on 9WP see it every day.
Phyllis has made a significant difference in all her patients and families lives. Being discharged home with a serious illness and fear of the unknown is tremendously scary. She has the innate ability to connect with her clients and works to find out what his or her unique needs are. Not one discharge mirrors another and Phyllis always takes the time and care to ensure all supplies, medications, visiting home care and therapies are in order in an almost seamless manner. And when something like a bus pass or a cab ride home is not covered she is the first to go into her wallet and give her own money without a second thought. The staff of 9WP is in complete agreement that they would not be as successful as they are without Phyllis by their sides. She is undoubtedly a hidden gem and our hero!
Phyllis is kind compassionate and probably the humblest person I have ever met. She is a wife, mother and grandmother, and beams when she speaks about her loving family. Although very busy caring for our patients she always stops and truly listens to team concerns surrounding discharge needs. And staff love that she always has candy in her office.