Challenge
*Dominic underwent shoulder surgery after a workplace accident, and though the general surgery was a success, soon after, he began to experience severe post-operative pain. Prior to his surgery, *Simone, a Careworks surgery nurse, was assigned to the file to give Dominic as much information as he needed about the surgery and calm any pre-operation anxieties or concerns. After the surgery, she continued to provide him with support during his recovery and physical therapy appointments.
After his third therapy session, Dominic contacted Simone in distress, telling her he was experiencing intense pain and discomfort. Despite having been provided with a cold therapy machine, Dominic had not received instructions on how to use it from the orthopedic surgeon or the durable medical equipment company responsible for supplying the machine. He had tapered off pain medication after beginning physical therapy but continued to struggle with pain during his sessions. Because of the pain caused by movement, he began having hesitancies about returning to work in case of increasing discomfort levels.
Solution
After Dominic contacted Simone, she immediately got to work finding the best solution for him. First, during their conversation, she advised him on proper pain management strategies prior to therapy sessions and emphasized the importance of adhering to the light duty restrictions outlined by the treating physician. Additionally, Simone provided guidance on utilizing the ice machine effectively, which should alleviate some of Dominic’s pain and reduce swelling. After Dominic had calmed down and had new steps to take, Simone said goodbye and assured Dominic she would follow up the next day.
Though when she reached out a day later, she discovered Dominic was experiencing emotional distress, including feelings of depression and suicidal ideation. Recognizing the gravity of the situation, Simone instantly connected Dominic to the National Suicide Hotline to get him the help he needed.
Result
Though the surgery aspect of his claim may have been done, Dominic received regular contact from Simone as she wanted to ensure he received the necessary support. Dominic continued to work his way toward recovery and his return to work, thanking everyone that helped him along the way. Though, he did end up thanking one person in particular. Before his claim was closed, Dominic expressed his sincere gratitude for Simone, stating that she had saved his life.
*Names changed for privacy purposes