Virtual teamwork helps nurses save Veteran in distress

Anna Baker, Irene Baumann and Alexandra Gillen all work in Community Care, where they help Veterans get the aid they need outside of VA.

On the fateful day, Baker called the Green Bay-area Veteran – whom she had never met or spoken to before – to help arrange for his care. But unknown to her, the 84-year-old cancer patient who lives alone had fallen the night before, unable to get up.

Luckily, he had the telephone near him, so when Baker called, he began screaming into the phone that he needed help, Baker said. Baker tried to respond, but the Veteran hung up. She quickly called him back and was able to talk with him.

She learned he’d fallen about 12 hours previously and was on the kitchen floor the entire night. Baker’s nurse training kicked in, and she assessed the situation while also seeking to calm the Veteran.

Simultaneously, she reached out virtually to Baumann and Gillen. She asked Baumann to call 911 and Gillen to contact the Veteran’s sister, which proved difficult because the Veteran’s emergency contact information was not up to date.

Baker continued to assure the Veteran that help was on the way.

“I didn’t want him to feel alone, so I kept talking to him, trying to calm him down,” she said. Baker stayed on the phone until the ambulance and the Veteran’s sister arrived.

It’s unclear what the final resolution was for the Veteran, though Baker said she knows he was not admitted to the hospital.

Baker’s also not sure why the Veteran had the phone with him but was unable to call 911. And she learned later that his medical alert device had malfunctioned.

But it was the nurses’ virtual teamwork that proved critical in aiding the Veteran. Working like 911 dispatchers, the three multitasked to stay in constant contact while also reaching out for more help.

“When I saw Anna’s message, I knew I had to drop everything and focus on that,” Baumann said, noting her call to 911 got transferred numerous times until she was connected with a dispatcher in the Green Bay area.

“That was a little stressful,” she said. “I was bounced around a little bit, all while knowing this Veteran was on the floor and needed help urgently. But once I was connected to the right department, it went smoothly.”

While Baumann shuttled questions and information between the dispatcher and Baker, Gillen also encountered a few roadblocks and phone transfers before finally connecting with the Veteran’s sister.

“After I finally got ahold of her, she got there (the Veteran’s home) very quickly,” Gillen said.

At the height of the activity, the nurses were all on phones to different people while also communicating via Microsoft Teams with each other.

“We were all communicating with each other, and I felt like everything was flowing,” Gillen said. “There were some minor hiccups, but it was orchestrated really well.”

Though the three nurses primarily spend their work hours coordinating care for Veterans, their backgrounds in direct patient care served them well when this crisis arose.

“We really worked very well together and got the patient the care he needed immediately,” Gillen said. “And we were able to be holistic about it and make sure the Veteran wasn't alone.”

Baker agreed.

“I couldn’t have done this without their help,” she said. “Once Alex and Irene dropped everything to support me, I felt really confident and knew everything would work out. I give them a lot of credit for helping because it wouldn't have played out the same way if they weren't there to help me.”

Gillen and Baumann praised Baker for her demeanor and actions.

“She remained calm throughout the whole thing,” Gillen said. “And in those moments, it’s important to remain calm and focused. And she did a great job at delegating, and we all knew what to do. I don't think it could have gone any better.”

The trio noted some important takeaways from the event: Make sure emergency contact information is up to date and all vital devices are in working order.

“It happens a lot with patients falling and not able to get ahold of somebody,” Gillen said. “So I'm glad the outcome for (this Veteran) was a positive one.”