High Stakes Phone Call

Jennifer Lucas supports Carilion orthopaedics as an advice line nurse. Jennifer received a call from a post operative patient that was primarily concerned that they may have a UTI. While doing an assessment Jennifer noticed it sounded as if the patient was in respiratory distress. She targeted her assessment and began to ask focused questions although the patient's continued concerns were focused on the urinary symptoms reported. Jennifer recommended the patient be seen at the emergency department urgently. Later, the patient called back and reported that they had taken Jennifer's advice and went to the ED and she was now being prepared to have bilateral pulmonary embolisms surgically removed. Jennifer's targeted assessment outside of the original complaint displayed commitment to true quality of care.