Challenge
*Jackie, a Careworks triage nurse, started her day as usual, but around noon, she received a call from an employee who had been injured. As soon as she picked up the call, she listened carefully and began the triage process. The injured employee, *Isaiah, was initially stable and fully coherent, a good sign for Jackie, as the injury may not be serious. When Jackie prompted him to, he began to describe the situation that had occurred and the symptoms he was experiencing, such as itchiness and redness on his body.
As he spoke, Jackie immediately recognized these symptoms as a possible allergic reaction and asked Isaiah to continue describing how he was feeling so she could gather information to further assist. Suddenly, Isaiah began to decompensate, and the situation became emergent.
Solution
Jackie jumped into action hearing Isaiah unable to speak properly as his symptoms worsened. She swiftly advised the present supervisor to call 911 from a separate phone line and to send them Isaiah’s way. While the paramedics were being called, Jackie stayed on the line with Isaiah and continued to provide calming reassurance to him.
Now, Jackie’s main focus was to take control of the situation. Over the phone, she provided clear instructions to Isaiah’s supervisor on how to position him to prevent aspiration, how to avoid ingestion of any kind, and any other helpful tips she could give them while they waited for the ambulance.
Result
Once the paramedics arrived, Jackie provided a hand-off report to those at the scene. She also ensured Isaiah’s safety before disconnecting the call. By the end of the call, Jackie had accomplished keeping a stressful situation calm and organized. By doing so, she successfully promoted the best outcome for all involved.
When Careworks triage nurses answer their calls, they do not know if they will be providing a suggestion on self-care, directing someone to an ER, or starting a claim that may have a long, strenuous recovery. Our nurse triage program results in 41% fewer claims initially treated at the ER and 24% of cases are resolved with self-care/first aid. Nurses like Jackie are trained to determine the appropriate medical care when an occupational injury occurs. It is because of nurses like her that employees like Isaiah can recover and have a timely return to work.
In honor of Nurses Week, Careworks thanks every single nurse who has improved the lives of their patients, whether they were long-term or for one phone call. Thank you for the wonderful, life-saving work that you have done and will do.
*Names changed for privacy purposes