Providing the best care anywhere
South Texas VA has a strong workforce throughout its sites of care, and its Nursing Service shines like a star, truly showcasing employees’ dedication to serving its Veterans and providing the best care possible.
One story in particular showcases that the care provided is not just at one of its 15 locations, but also in rural communities. While living in a rural community has many pros and cons, the Home Telehealth Program at South Texas continuously works to ensure there is no lack in healthcare provided to Veterans residing in those areas.
This was a valuable experience for William Dale Robinson, a Navy Veteran who currently resides in Del Rio, Texas. Robinson became a patient of the Home Telehealth Heart Failure Monitoring Program in March and soon understood to listen to his healthcare team when they became concerned with his elevated blood pressure.
Tabitha Higgins, Registered Nurse (RN) and the Care Coordinator for the Home Telehealth Program would call Robinson several times a week for check-ins, which quickly became requests for Robinson to seek emergency care due to his elevated blood pressure.
“I told him he was very important to me and I was afraid he could have a heart attack while he was alone,” Higgins shared. “I asked him to please call 911 or go to the emergency room if he has any more chest pain or chest pressure. This time he promised he would.”
One day after that call, Robinson contacted Higgins to inform her that he was being admitted to the Val Verde Hospital in Del Rio after experiencing strong chest pain and a systolic blood pressure of 232. He also thanked Higgins for helping him feel comfortable with calling 911 in his time of need.
“The fact that I was going to have to spend several days in the hospital, I was not looking forward to that,” he said, “but it was necessary and the surgery was a lot more serious than I had anticipated. Higgins’ attention to detail and her dedication make her a five-star angel and I just love her for it,” Robinson said fondly.
Once Higgins knew that Robinson wished to be transferred to Audie L. Murphy Memorial Veterans Hospital (ALMMVH) in San Antonio, she began working with his care team to advocate for his transfer. With the assistance of Carryl Vasquez, Robinson’s Home Based Primary Care RN, and James Powell, Advanced Medical Support Assistant based in Del Rio, they were able to secure a transfer that would allow Robinson to be in a true place of comfort for any Veteran.
This coordination and dedicated effort showcased how South Texas is a High Reliability Organization, committed to resilience. Claudio Solorzano, Program Director for the Home Telehealth Program, recognized the team’s dedication and resilience in ensuring that not only did Robinson receive the best care possible, but that his comfort was prioritized in this situation.
“Failure was not an option and the team work diligently together to assist the Veteran with his request,” Solorzano said. “It would have been easier to ignore and say it is not possible, but the team did the hard work and accomplished the mission.”
Because of their efforts, Robinson was moved to ALMMVH within a day, where Higgins began visiting Robinson whenever she could.
“I wanted him to see a face behind all those calls. I also knew he was several hours away from home and could be scared and feeling alone,” she said. “He was very glad I stopped by to visit with him. He said he used to feel alone but he no longer does.”
Robinson underwent carotid surgery and remained an inpatient at ALMMVH for three weeks, where he had a truly pleasurable stay and reflects fondly on his visits from Higgins. These visits surprised him at first, but emphasized the dedication and integrity Higgins has for the Veterans in the Home Telehealth Program.
“The people at the hospital were very good. They treated me with honor and respect and I felt like a prince or a king in there,” he said.
In an effort to truly highlight this experience and the coordination amongst South Texas staff, Solorzano nominated Higgins, Vasquez, and Powell for a Good Catch Award from the Office of Patient Safety. The team received their award in May.
“At South Texas VA, we have a culture of safety, high reliability, excellence, and service to others. We just don’t simply do a job; we have a mission and we accomplish the mission knowing that in our team, no Veteran is left behind,” Solorzano shared.
Higgins shared that she values building relationships with South Texas Veterans to ensure that they feel that they are able to trust in the people that are involved in their healthcare.
“I am so proud to be a part of a team that truly comes together to help each of our Veterans. I am honored to be a care coordinator with home telehealth and not only to monitor their vital signs and symptoms but to be able to build relationships with Veterans,” Higgins said.
This clinical team received a Good Catch Award from the Office of Patient Safety in May 2023 and was recently recognized for their efforts with the High Reliability Organization HeRO Award.
While this experience is behind him, Robinson is now back at home, looking forward to his next home visit and working with VA staff who are dedicated to his health. He also encourages other Veterans to focus on their health and work with their primary care provider.
“Pay attention to what your care provider tells you and follow their instructions,” he shared. “They’ve got your best interest at heart. That was a harsh lesson for me to learn.”
If you or a loved one have questions about receiving home health, make a plan to speak with your primary care provider at your next appointment or by calling (210) 949-9702.