A patient's family member calls for help on a Friday evening.
Husband – My wife has been in the hospital for 5 days and is still in pain. They want to send her home tonight.
Advocate – Are you
concerned about her going home?
Husband – Yes. She hasn’t seen the specialist and I asked
for a consultation. Days have gone by
and nothing.
Advocate – Who have you
spoken to?
Husband – Nursing supervisor,
patient advocate and some nurses. They
walk out of the room. I get angry and
they turn their back on me. I’m
exhausted and don’t know what to do.
Advocate – Tell me how
I can help.
Husband – I don’t
know. I don’t think she should be going
home yet though, and its 8:00 on a Friday night.
It’s so late already. No one is
here.
Advocate – Do I have
your permission to call on your behalf?
Husband – Yes.
Advocate – Tell me your
wife’s name and room number
Calling the hospital
and leaving a message for the nursing supervisor.
My name is Ilene
Corina. I am with PULSE of NY a patient
safety organization and I need the person in charge to call me back. I was contacted by the family of a patient in
your hospital about concerns they are having.
Operator – Who is the
patient?
Advocate – I will
discuss the details when I get a call back.
Nursing supervisor calls
back within 10 minutes.
Nursing Supervisor - Hi my name is xxx from xxx. Someone called about a problem?
Advocate – My name is
Ilene Corina. I am with PULSE of NY a
Long Island patient safety organization.
I am calling about Mrs. xxx in
room xxx. I am not going to ask you any questions about
her but her husband feels it is not appropriate to send her home yet. Can you please look into this?
Nurse – Yes, I’m on my
way and will take care of it now. Thank
you.
Husband calls back a
few minutes later. She stayed another
night and the next day got the consultation she requested.
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