Stacey Cruz
September 2024
Stacey
Cruz
,
ADN, RN
Clinical Contact Center
William S. Middleton Memorial Veterans Hospital
Madison
,
WI
United States
‘You’re a Veteran; you had the courage to defend our country, and you have the courage to allow me to help you.’
A young, female Veteran called a clinical contact center in VISN 12 to say she was on her way to buy pills with the intent to end her life. RN Stacey took the call and began providing sympathetic, active listening while the Veteran explained her plan and what she was going through. Stacey asked for the Veteran’s location because she heard the Veteran start her car and begin driving. The Veteran didn’t want to tell Stacey which store she was going to, where she was, cross streets – nothing.
Stacey then thanked her for calling, told her she was not alone, and that Stacey wanted to help her through this. When asked, the Veteran told Stacey what type and color of car she was driving. Then Stacey asked her about her day and what a typical day looks like for her. The Veteran said she was overwhelmed with family, school, life, and felt like she was drowning. Stacey stressed that she wanted to get the Veteran some help with managing everything and get her to believe in herself and that she is strong.
Stacey said, ‘You’re a Veteran; you had the courage to defend our country, and you have the courage to allow me to help you.’ Stacey asked the Veteran to pull over and tell her what street she was on so help could reach her. The Veteran said she was afraid to pull over but agreed to stay on the phone with Stacey while she drove to a VA facility 10 minutes away. The Veteran said she was at the mental health front door the day before and intended to go there when she got to the VA.
She didn’t want to go to the ER, as she didn’t want to be around so many people. Once Stacey knew the Veteran was going to MH, she asked another MSA to notify VA police of her vehicle description and ETA. When the Veteran arrived, police identified her car, parked close to her, and walked behind her to ensure she went to either the ER or MH. She entered the facility and handed her phone to an MH RN.
,At that point, Stacey gave a report and knew the Veteran was safe. Stacey says, ‘My gut told me to just talk to her like you are talking to a friend. Listening to her story, I was trying to hold back my own tears and remain calm, professional and present. At the end of the day, she was safe, and that’s all that matters. I took some time to regroup. I still think about her often, but that call has really shaped how I approach all calls. Build a rapport, stay focused. Thank them for reaching out for help and thank them for their service.’
Stacey then thanked her for calling, told her she was not alone, and that Stacey wanted to help her through this. When asked, the Veteran told Stacey what type and color of car she was driving. Then Stacey asked her about her day and what a typical day looks like for her. The Veteran said she was overwhelmed with family, school, life, and felt like she was drowning. Stacey stressed that she wanted to get the Veteran some help with managing everything and get her to believe in herself and that she is strong.
Stacey said, ‘You’re a Veteran; you had the courage to defend our country, and you have the courage to allow me to help you.’ Stacey asked the Veteran to pull over and tell her what street she was on so help could reach her. The Veteran said she was afraid to pull over but agreed to stay on the phone with Stacey while she drove to a VA facility 10 minutes away. The Veteran said she was at the mental health front door the day before and intended to go there when she got to the VA.
She didn’t want to go to the ER, as she didn’t want to be around so many people. Once Stacey knew the Veteran was going to MH, she asked another MSA to notify VA police of her vehicle description and ETA. When the Veteran arrived, police identified her car, parked close to her, and walked behind her to ensure she went to either the ER or MH. She entered the facility and handed her phone to an MH RN.
,At that point, Stacey gave a report and knew the Veteran was safe. Stacey says, ‘My gut told me to just talk to her like you are talking to a friend. Listening to her story, I was trying to hold back my own tears and remain calm, professional and present. At the end of the day, she was safe, and that’s all that matters. I took some time to regroup. I still think about her often, but that call has really shaped how I approach all calls. Build a rapport, stay focused. Thank them for reaching out for help and thank them for their service.’