'I needed to do something': VA employee's actions save Veteran in distress

Amber Kissner, an advanced medical support assistant in the dental clinic, was on the phone with a Veteran who was rescheduling an appointment when the Veteran stopped talking.

Rather than simply hanging up, Kissner stayed on the line, straining to hear whatever she could. Based on that, she determined that the Veteran may have had a medical episode.

“I could hear seizure-like noises,” Kissner said. “I kept saying his name, but he didn’t answer.”

Kissner tried several times to reconnect with the Veteran and also tried to contact his next-of-kin, all to no avail. She then alerted VA police, who contacted the Veteran’s municipal police department, who responded to the man’s home.

They discovered that the Veteran had indeed experienced a medical incident which caused him to collapse. He was unconscious and unresponsive. The man was revived and taken to the Milwaukee VA Medical Center, where he was admitted. Luckily, after a series of tests, he was able to go home.

However, if Kissner had not been vigilant, the outcome may have been far different for the Veteran.

“This Veteran could have died,” said Dr. Ankur Patel, head of dental services at the Milwaukee VA. “If Amber wasn’t persistent … who knows? She deserves all the credit in the world for having enough passion to not just let this go.”

“I had a feeling in my stomach that I needed to do something,” Kissner said. “I couldn’t just sit on it and not make sure he was OK.”

The Veteran, Tom Williams, said he doesn’t remember what happened that day. He said he’s grateful for Kissner’s actions.

“I really appreciate what she did — it’s wonderful,” Williams said. “I can’t say thanks enough.”

Tom’s wife, Jennifer, had gone to the store before the incident occurred. She returned home to find police in her house and Tom sitting in a chair being tended to by first responders.

Tom was a bit delirious at first, Jennifer said, but then started to come around.

“I’m really glad (Kissner) called the police and had the wherewithal to do that,” she said.

Tom spent a couple of days in the hospital, but all the testing was inconclusive as to the cause of the incident. Tom said doctors suspect it might have been a minor stroke.

For her actions, Kissner received a local HeRO award, given to employees who exhibit the principles of a High Reliability Organization, which include going above and beyond when it comes to patient care and performing well in a crisis or emergency situation.

“Amber’s incredible story is a great example of the HRO principle, preoccupation with failure,” said Lindsey Laddell, HRO program manager for the Milwaukee VA. “Amber anticipated the risk with the Veteran and was a problem solver. Ultimately, Amber may have saved this Veteran’s life.”

She was also recognized during the national “C20” webinar, a live, interactive event where relevant health care topics are discussed and employees are recognized for going above and beyond.

“There are few people who are more deserving of this recognition,” Patel said, noting that Kissner is not one who craves the spotlight. “She may not like the attention, but she still deserves the attention, and I think it’s important that her efforts are highlighted. I have been overjoyed with how she has been recognized for this heroic act, because it speaks to who she is and how much she cares.”

Kissner said she appreciates the recognition but is more gratified that Williams got the medical attention he needed.

“I knew I needed to do something,” she said. “It made me feel better knowing he’s OK.”