Julianne Smith, RN, stood in line at her local post office in Heber City, waiting to send her daughter a care package of cookies. She was looking down when she heard a man say, “Please go ahead. You may not remember me, but you saved my mother’s life. Thank you.”
Julianne Smith, RN, surrounded by Heber Valley Hospital teammates Justine Bonner, RN, and Steven Poll, house supervisor.
Julianne has provided care as a nurse on the Emergency Department team at Heber Valley Hospital for 18 years. She describes the kind message from the man in the post office as a “grounding point.” She felt humble and lighter because his gratitude reminded her that commitment and care make a difference in the life of patients and their family.
“When he was saying thank you to me, I was representing everyone who cared for his mother that day,” she says.
“We give so much while we’re here,” Julianna adds. “It’s not just me. I can’t think of anyone who isn’t vested in the community. It’s not just a job. We’re taking care of our team and our neighbors. It’s a relationship.”
Life in the Emergency Department means always being on high alert, ready to act as an efficient and compassionate team at a moment’s notice, says Doug Vogel, MD, medical director of Heber’s ED.
“One reason we pull together so well is our culture of safety and patient experience," says Dr. Vogel. “We’re all working toward the best outcomes. I feel the teamwork and congeniality at play from registration to techs, EMS crew, and nurses. There’s ownership. We get’r done together.”
Julianne says the ED team has to be ready for anything at a moments notice.
“One minute it’s quiet, then we can suddenly have more patients checking in than our regular staffing supports,” says Julianne.
“No matter how big of a hospital you are, there are times when the patient need is greater than planned for,” says Jill Teuscher, Heber nurse administrator. “We look to each other to meet short-term community needs and are prepared to meet patient needs in each specialty from the ED and OB, to surgery and Medical/Surgical.”
This challenge led to innovative thinking by Nicole Davis, RN, current house supervisor at Heber Valley Hospital. To provide staffing for patient surges, Nicole formalized a ‘red status’ process to match patient volumes with resources immediately. The process is used throughout Intermountain EDs to provide adequate resources for the safest care and is tailored by individual facilities.
“When a red status alert is issued, people step up from every direction. We don’t need to ask,” says Dr. Vogel. “All of a sudden, a nurse from Med/Surg is there and a cross-over nurse comes to help.”
“Our team has an incredible ability and willingness to pitch in,” says Sarah Oliver, ED manager. “There’s never a ‘not my patient’ attitude. We’re here for our patients and for each other.”
“We’re here for our patients on their worst day to help them have a better day,” says Steven Poll, house supervisor. “We work hard. It’s a calling. And, we have outlets to let out that intensity.”
“It’s not just coming to work,” Steven says. “We’re part of the community and we love our role.”