Good Communication Is Essential for Travelers

During our new employee orientation, we stress the importance of good communication. In our organization – as with every company like ours – good communication is essential.

When You Call Our Company

When you call our company, your first point of contact is our Recruiter.  This individual is the most important contact you will make because everything else comes after you establish your working relationship with our Recruiter.

You will find that we don’t hire every nurse who applies. We are searching for those that not only have good nursing skills, but also have a passion for nursing and want only the best for the patients they serve.

When We Present You for an Assignment

Once we have interviewed, reference checked, conducted the necessary searches, and have obtained all the required information and documentation, we can then present you for an assignment.

In “Highway Hypodermics” by Kay Slane, RN, BS-Ed, CGM, she talks about communication with an agency and used this example:

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The Elite Team Takes On COVID-19

When the COVID-19 crisis swept across our country, our company was greatly affected. The first thing that gripped our customers was the fear of not having enough nurses to handle the crisis. They were, of course, being told that all their hospital beds would be filled with patients who were deathly ill. And, they needed more nurses to handle the load. We immediately began filling orders.

The next “wave” of fear hit our nurses. Many called to ask what would happen to them and their families if they were to contract COVID-19. They were, rightfully so, worried about losing their income. Our company addressed this by letting them know, if they contracted the virus while on duty, they would continue to be paid.

As our nurses cared for patients, there was a profound sense of the unknown. We had many nurses who were assigned to hospitals that were overwhelmed with COVID-19 patients. However, not one of them contracted the virus. Thankfully, as this is written, we have returned to some semblance of normal. Throughout it, our team stayed strong.

Nursing is a calling. And, the right nurse makes all the difference. As we corresponded back and forth with our nurses, we had a note come from one of them that impacted us in a way that will stay with us forever. It read:

I know what I signed up for. I took an oath. We do not choose some of the battles that are thrust upon us in this life. We only choose how we respond. This moment will not belong to this virus. Nurses will master this crisis and prevail in this fight. This moment belongs to us.

Fidelity On Call always works hard to hire the right people. We repeatedly talk about how we are the “elite team.” Our customer comments show that our nurses are top notch. But, when you see what drives this team, you know you can trust your life to them. We truly love and appreciate our Elite Team!

We’ve Got Your Back

So often in life people are prone to state the negative vs saying something positive. How true in our business. Most customers don’t call to say – “Your nurses were amazing today;” or a nurse say, “I so appreciate what the office does for me.” So imagine our surprise when we recently received overwhelming praise from both our customers and our nurses on our office team within a matter of days. It felt wonderful . . . that is what we work for! But, it got us thinking. How important is it that we’ve got your back?

At Fidelity On Call, we do this for both our customers and our elite team of nurses. It is our mission in action.

If you are a facility and have any questions, we want to answer them. We also don’t just assign someone to your facility. We remain actively involved in the job they are doing.

If something is not right, we want to know. If we receive a negative comment or report, we don’t just file it. We call our nurse to discuss the situation with them. We need their input before we make a decision. Sometimes, we have to say that the nurse is not our quality (for whatever reason) and terminate them. If, however, there is more to the story, we will communicate back with the hospital and discuss the course of action. We never hear a negative without thoroughly checking it out – our customers and our nurses are always in the communication loop, because we’ve got your back.

We also don’t repeatedly have a nurse problem and just assign them to another facility. We know this is a standard practice with some companies – but not Fidelity. We will remain true to our mission and to our customers. It is counterproductive to simply put a problem nurse into another hospital.

Our employees know their attendance, willingness to work with our customers and be flexible, having a good attitude and showing off their abilities are all very important to our customers and their success, the success of your team and delivering the best in patient care. That is what we work for. When we receive a customer call that talks about our quality, what a great nurse we sent, or how they love (nurse name) and want them to stay for another contract, it energizes us.

Now, when it comes to our nurses, we work every day to make sure your know that we’ve got your back. Of course, we properly assign you – you know, in advance, exactly what you are agreeing to do at the hospital. More than likely, you have been interviewed by the hospital so you can ask any questions you might have regarding your assignment.

Your contract spells out exactly what we agreed to and we will not deviate from it. You will receive the rate of pay, tax-free allowance, bonus and days off we committed to and you accepted.

If you have a problem, we are on it for you. But, we don’t just stop there. Our internal team lets you know when you have a physical, TB, CPR or other documentation that is up for renewal. Our Accounting Department even calls if you don’t have your documentation in for a paycheck to be cut.

We can’t find another company that does that.

We send recognition cards with premiums for good reviews. We never forget a birthday or anniversary. We host contests to make participating fun! And, when it comes to benefits, we work hard to provide our team with the best health care around while working to make sure that the premiums don’t become unaffordable. We also strive to keep your deductible low. We are committed to making sure you know what a valuable part of our team you are.

So, when we had a series of appreciative comments, we were overjoyed. Here is one: “I want to thank the AMAZING support group that has hired, supported, and put up with me the last two years. Thank you all for your unending patience on every phone call, your lack of condemnation on consistently late time cards (I’m working on it, I promise), and for the simple fact I know if there is ever an issue in my professional career I have a group of powerful women who will support me no holds barred as long as I’m honest and returning the favor by supporting and correctly representing Fidelity On Call. Nursing is hard, it just is, but it is made so much easier by working for all of you.”

Yes, we’ve got your back. And, we really, really feel special when our customers and team members have a positive experience.

Can Social Media Destroy Your Nursing Career?

At Fidelity On Call we have a social media policy. And, it seems logical. If you need to vent about the hospital you are assigned to or about Fidelity On Call, you should do so in a proper manner and not on social media.

There have been many examples of nurses who were disciplined because of not following their company policies. We recently read an article where a registered nurse posted comments on her Facebook and Twitter pages criticizing the end-of-life care her grandfather received at a healthcare facility. She went on to say that she felt the staff was incompetent, questioned their compassion and whether they even cared about their residents/patient. She then went a step further and identified the facility.

She said, “As an RN and avid healthcare advocate myself, I just HAVE to speak up!” She then linked her post and comments to other pages and, of course, all of the discussion became public.

Needless to say, the facility filed a complaint against the nurse. After a very thorough investigation, it was determined that she:

  • Identified herself as a registered nurse in order to give credibility and legitimacy to her comments
  • Criticized the care given by other nurses
  • Knowingly made her comments widely available to the public
  • Did not get all the relevant facts regarding her grandfather’s care before posting her criticisms
  • Did not follow the appropriate organizational channels to express her concerns

The investigation revealed that the nurse had only been in the facility a few times and she received her communication from family members who reported to her.

She never discussed any concerns she had about her grandfather’s care directly with the facility. Additionally, prior to her post, she had only made one minor complaint about the facility and it related to a hand sanitizer.

After determining that the comments harmed the reputation of the nursing staff at the facility and undermined the public confidence in them, this nurse was disciplined.

In addition to a self-reflective essay, on-line education on ethics, a fine of $1,000 she had to pay $25,000 toward the costs of the proceedings (the actual costs were six times this much). Although the nurse appealed the decision, the ultimate finding was upheld.

This is just one example. We could, truthfully, go on and on about employee posts and the lack of restraint when hitting the internet.

With Social Media, it is always best to err on the side of caution

Never post about a facility you are assigned to or the patients you are caring for. You don’t even have to identify the facility or state that you are a nurse. Most of those who follow or have friended you, know you are a nurse and, chances are, someone at the facility you are assigned to is also a friend or follower.

Additionally, if a facilities’ staff member is upset over something and makes a post on social media, never comment on their post. It puts you directly in the line of fire.

Even social media posts that promise to “go away” in a matter of minutes or hours can hang around forever. What keeps someone from seeing it and snapping an image?

We think being aware of the pitfalls, using good common sense, and following a Social Media policy make your professional career much more enjoyable and certainly more drama free. It could even save you thousands of dollars!

Our Mission at Fidelity On Call

As we celebrate 25 years in business, Fidelity On Call has realized that our mission statement – established in 1994 – is the tool that has kept us on target and grounded.

Our Mission to Provide the Best of Care

When we started, we knew that we wanted to always “provide the best of care to those that we served.” To us it meant when we hired anyone – whether they worked in the office or in the field – they must share that mission. We wanted to be proud of the staff members we sent into our customer’s facilities. We thoroughly vet, test, train, and assign our team members.

Every time we hired someone, we asked ourselves the question – would we allow you to care for our precious grandmother who had lived to within three weeks of 105? Easy question . . . easy answer . . . both then and now.

Additionally, we wanted our office team to be totally committed to providing our customers the best service and to make sure our nurses had a great experience working for our company. From what we hear from the field, we have done exactly that.

Throughout our history, there have been times that we were required to make a decision or consider a policy change. As all of our team members know, we never hire a nurse with a disciplined license.

There was a point where we started to wonder about that decision because we had a nurse with wonderful references whose license had been disciplined for student loan debt. We asked ourselves, why not break our policy? What would it matter? It seemed a small matter as it had eventually been paid.

But, the more we thought about it, the more we realized that we would question ourselves every time we looked at a nurse with a disciplined license and our hires would then be subjective.

Not a firm stance. So, we went back to our mission statement, and decided that our quality standards dictated that we stood firm on our decision. And, we discovered that not only do our hospitals like that stance but so does our team of elite nurses.

Now, when we hear our team tell us they are proud to be connected to a company that has such a strong stance, we know that our mission has continued to lead us to those quality nurses and office professionals that we want to hire.