Shannon McKenzie, RN, offered cool and refreshing help to a patient in need.
For Shannon McKenzie, RN, a care manager in Las Vegas, caregiving isn’t only about providing care, it’s about caring. Just ask her patient Geraldine.
“Last year, I was in the hospital due to my knee giving out while using stairs in my home,” Geraldine says. “I had to have surgery.”
During Geraldine’s recovery and rehabilitation, Shannon was regularly in touch to make sure Geraldine, and her adult son with autism who lives with her, were both doing well.
During one of their calls in July, when the heatwaves of Las Vegas were at their height, Shannon made a point of mentioning that Geraldine should be taking extra care because of the heat. It was at this point that Geraldine, who’d gone silent for a moment, made the brave decision to share that the AC unit at the house she owned had stopped working two years prior and she hadn’t been able to have it fixed.
“What do you do during the day to stay cool?” Shannon asked.
“My son and I will sit in the car or go to stores or other places with AC,” Geraldine replied.
“Where do you sleep at night?” Shannon asked.
“In the house,” replied Geraldine, “but even with all the fans going, it doesn’t cool down.”
Shannon knew she needed to do something to help.
“Sometimes when we’re care managing, we discover situations our patients are facing, and we can find ways to connect our patients to resources they didn’t know they could access,” she says.
After encouraging Geraldine to stay with her daughter that night, Shannon gave Geraldine three phone numbers to call for assistance, including the number for HELP of Southern Nevada. The team from HELP of Southern Nevada was at Geraldine’s house the very next day. Not only did they repair her entire HVAC system, but they also cleaned her vents and fixed her hot water heater, shower heads, and refrigerator.
“I’m so grateful for having my home, for having the help I needed, for God, and for Shannon’s genuine care for me,” Geraldine says. “I thank God for Shannon and I’m so grateful for her. Shannon went over and above to make certain I was cared for.
“Shannon’s care and compassion, along with her attention to details, is just part of what makes her an exceptional nurse,” says Audrey Larsen, RN, care management affiliate nurse manager. “She’s loved and respected by her peers and I often get calls from patients telling me how much they value her. Shannon exemplifies what case management is about.”
“I’m so proud of Shannon and her ability to listen to her patient, get to the root of the problem, offer solutions, and perform diligent follow up that resulted in these amazing outcomes for the patient,” says Kellie Crawford, RN, Nevada senior director of nursing. “Exceptional work!”