Prompt and selfless actions turn frustration into gratitude
The infusion clinic at UCHealth Broomfield Hospital is a single room on the second floor, tucked down a quiet hallway. Patients spend anywhere from 15 minutes to five hours receiving treatment, working with staff who ensure their visits are as pleasant and efficient as possible. So, when Assistant Nurse Manager Lexy Perou received word that a patient scheduled for an infusion had been waiting for more than an hour, she jumped into action.
“After the nurses alerted me of the situation, I dropped off my meeting and came downstairs to speak with the patient,” Lexy said. “I apologized, and while she was very understanding of the situation, she also made it clear that she needed the infusion treatment that day because she was scheduled to leave town.”
The infusion clinic was at capacity, so Lexy found an empty patient room next door and got to work converting the space into a more comfortable and inviting area.
She moved the bed aside, repositioned the couch, set up the recliner with a side table and gathered the necessary supplies. Once ready, Lexy helped the patient get settled, and then promptly administered the infusion. It never crossed her mind to have someone else do it.
“The nurses were busy in the moment, and it was a situation where we had to pivot to take care of the patient’s needs,” Lexy said. “I felt terrible that she had been waiting, and I didn’t want her to feel like she had been forgotten.”
In chatting with the patient, Lexy learned that she also worked in health care and felt that this background and experience may have added to her gratitude and appreciation of the circumstances.
Lexy also credits the team for their open communication and for quickly alerting her of the situation, which enabled her to care for the patient in the best way possible.
Later that day, the patient called back to praise Lexy’s actions and to thank her for the kindness and compassion she showed.
“The fact that it was so meaningful for the patient to have been seen feels really special,” said Lexy. “I knew that if we could find a way to accommodate her, we should.”
One of the clinic coordinators, Rhonda Borrego, nominated Lexy for a Celebrating You award, highlighting the exceptional leadership and compassion she demonstrated that day through timely, patient-first care.
“I cannot express how much it meant for this patient to be treated like family and taken care of right away,” Rhonda said in her nomination. “Thank you for putting our patient first. You made a lasting impression on her that she will never forget.”