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Cait Osborne

Cait Osborne
Host Healthcare
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Question 1:
In a large metropolitan area, Nurse Floating Flo contracts to float between three hospitals within a 10 mile radius of her housing. Starting in the 6th week, the company ask her to float to a hospital 15 miles away, the 7th week she goes to one on the other side of the city, that is 30 miles away, plus one that is 17 miles away. The nurse is willing to take the first few, but after the behavior continues, she has had enough and voices this to her recruiter.
Answer 1:

First, I would thank her for being flexible and then I would encourage her to speak to her manager & I as well would be reaching out to our facility contact. I always like to try and tackle from both ends so we can get the fastest resolution. I would make sure we highlight the contracted terms that were agreed upon to get it resolved asap. If the hospital was insisting they needed her at these other locations, I would be seeking a higher rate or mileage reimbursement to see if the nurse would be okay with this. We rely on nurses to uphold their commitment to the contract and it is just as important that the hospital upholds their end as well.

Question 2:
Baby Nurse Betty is a skilled labor and delivery nurse, who also can float to post-pardum care after the delivery as well as the well-newborn nursery. At 7:30pm, the staffing company hotline gets a call stating that they want her to float to the NICU, which is beyond her competency level. What is your company’s response?
Answer 2:

Since that is not in her scope, I always talk to my nurses prior to beginning their contract and to call me and clinical if they are ever asked to float somewhere they are not comfortable. We always want to make sure their assignments are safe and never putting their license as risk. In this situation, we would ask her to decline floating since she doesn't have the experience and would be putting her license and the patients at risk. The agency would reach out immediately to our facility contact.

Question 3:
Nurse Roach is all excited about her first travel nursing assignment. She drives 750 miles to her new assignment housing. After getting the keys from management, she opens the door and three cockroaches scurry across the floor. After further investigation, she also finds a ring of mold in the shower. She can’t stand it and immediately texts you with pictures. How do you respond?
Answer 3:

I would tell her thank you so much for alerting me right away & I will be calling housing immediately. We would be getting her out of that lease instantly. We may have to hotel her for a couple days until we can find another lease. We would work with that complex to see if that have another unit available and see what our options are.

Question 4:
You have worked with Nurse Asthmatic for 3 years now and she has done a great job for you, when she takes an assignment in Southeast Colorado. She envisions magic mountains that reach to the sky, only to find that she has landed in wheat country. Not wanting to cause problems she continues to work and everything is fine, until harvest. She has an asthma attack, ends up in the hospital, and is told that she is going to miss at least 2 weeks of work related to asthma induced pneumonia. How do you work things out?
Answer 4:

I would first call my nurse to check on her and make sure she is okay! At this time, I would get her in touch with benefits to see if this sort of situation would be covered by workers comp. I would reach out to the hospital to ensure she still has a position when she is back on her feet. I would see if the hospital would allow us to bill for anything while she is out. I would call weekly to check on my nurse while she is out and make sure we have a plan in place to get her up and going as soon as she is ready.

Question 5:
You have worked hard to find Nurse Roulette a job in Las Vegas. You send the nurse a contract that she readily accepts, signs, and sends back. The next morning the bags are packed and Nurse Roulette is on the way to the assignment of her dreams. At 0800 she is out the door and to the hospital. Checking in with HR, they inform her that there is no contract between the hospital and the company, related to the fact that it has not been approved by HR. About the same time, the recruiting manager comes to you and tells you not to send Nurse Roulette on the assignment. This shouldn’t have happened, but unfortunately it does happen. What do you do?
Answer 5:

So this is the type of situation, all of us dread - it is the beast of the industry and sometimes the inevitable happens which is out of our control. I would apologize to the nurse and explain the unfortunate circumstance that have taken place. I would do EVERYTHING I possibly could to see if there are any other units at the hospital that could use a nurse of her expertise. I would be reaching out to my entire account management team to assist to see if there are any other options in Vegas. Sometimes situations occur that are out of our hands and the only thing we can control is how we react. I would try to stay positive and let the nurse know all the steps I was taking to get her reassigned somewhere new. That I understand the frustration and range of emotions she was going through and I am here to support her in ANY way I can. We would certainly have an honest conversation about what our current options are and replacement ideas that we can come up with together. I do my best to always be the best support system for my nurses, especially when the unseen happens.

Question 6:
What would you like travel nurses to know about being a great traveling nurse and making your job easier?
Answer 6:

I would like them to know that we are a partnership and that I truly do my best to make their assignments run smoothly and will support them in any situation. I would like them to understand things happen that are out of my control, but I will always try to come up with a solution that works for all parties. My relationship with my nurses is so important to me and I will always give them the benefit of the doubt, I expect the same in return. I expect honesty and open communication and I will always deliver on that as well. I am here to educate my nurses and not every recruiter out there is trying to trick them and low ball them to make money. I want them to understand the bill rates are out of our control, but I truly do my best to get them the best package that I can. We have to trust each other and I will always make my decisions with their best interest at heart. At the end of the day, we are in this together, so let's always work as a team! Most importantly, I want them to know I am here for them & I appreciate them and their hard work and long hours never goes unnoticed.

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