Call Transcript
Hello, this is Patricia, a digital nurse from pristeen Health System. I'm calling based on a referral from Doctor Samuel Johnson. We recently sent an email with the subject line 'Upcoming screening for your healthcare appointment,' and I'm following up on that. You can verify that I am legitimate by scrolling to the Unique code for you in that email listed as 1-0-M-N-A-Z. I repeat - the unique code in the email sent to you is 1-0-M-N-A-Z. Should I wait for you to open the email and verify the code, or are you okay for me to proceed?
No. You can proceed.
Thank you. My job today is to take some notes about your health and pass them along to the nursing team, which is led by Nancy Cobblestone. A member of Nancy's team will review the information I collect and will call you back with a final plan for your surgery. At the end of our discussion, I will also set up some time for you to chat with a nurse. At any point, you may ask me to work with you so you can handle interruptions. I can hold on the line, call you back and pick up where we left off and more. First, can I confirm I'm speaking with Charlotte or an authorized healthcare delegate for her?
This is Charlotte's brother.
Thank you. Could you please provide your first and last name for our records?
Brother Johnson.
And could you spell that out for me, just to be sure?
B r o t h e r, brother, Johnson.
Thank you. What is your date of birth?
One one 1971.
And what is your relationship to Charlotte?
I am her brother.
Finally, can you explicitly confirm that you have the authority to speak on Charlotte's behalf regarding her medical information?
Yes.
Thank you for confirming. I have just two more quick questions for you. First, is Charlotte able to walk on her own?
Yes.
Okay. And is she able to sign her own consent forms?
Yes.
Thank you. So just to reconfirm, I've noted that regarding walking, she is able to walk on her own, and regarding signing consent, she is able to sign her own consent forms. Is that correct?
Yes.
Thank you. This will be a 15 to 20-minute, confidential, and important conversation. Since we will be chatting about Charlotte's medical information, you may want to make sure you are in a private place and not on speakerphone. Do I have your consent to proceed?
Yes.
Great. Pristeen Health is committed to patient safety, and we want to make sure that Charlotte is well prepared for her procedure coming up in a few weeks. This procedure will require her to undergo general anesthesia, and for her safety, I need to gather some information to make sure that we provide the right care. I will have a quick touch base on her daily activities, reconfirm the medications she is taking, discuss her respiratory health, and get some previous medical history. One quick thing - I will try to make this conversation a bit lighter by telling jokes or asking about her interests. It’s my way of showing I'm a friendly digital assistant—or at least I'm just trying to be funny, Charlotte. May I get to the first step of today's call?
Ja.
To understand Charlotte's current physical fitness and the demands she places on her body regularly, which helps us assess her heart and lung function under stress, I have one general question about her activity level that I will use to guide further conversation. How often does she engage in activities that require moderate effort, such as brisk walking, running, cycling, weight lifting, swimming or competitive sports?
She's an Olympic gymnast.
Thank you for that information. Since her activity level is more frequent than once a week, I can skip the next set of questions and move on. Ok then! We are well on our way to getting Charlotte prepared for this procedure. I am going to shift my focus to her medication history. I looked up her medication history and it shows that she has prescriptions for (ee-lo-quiz) once a day. If this is correct, I can go on and move to the next step. If she is not taking the medications I found or there are others I did not ask about, ask me to dig deeper on her medications. What
There are others.
Got it - let me step through each of her medications so I can create a good record. Please tell me the name of each of the medications she is on, one at a time, and the frequency with which she takes them. For example, you may say that she takes prescription strength Tylenol 500 milligrams, once a day. That is just an example. So, what is the first medication she is on?
Well, she takes Coumadin hundred milligrams three times a day.
Gotcha. And what is the next medication she is on?
She takes warfarin two hundred milligrams once a week.
Okay. Are there any other medications she is taking?
Yes. She takes cyclobenzene three times a day.
Alright. Are there any additional medications after that?
Nope. That's it.
Thank you. I just want to quickly confirm what I've noted down. I have that Charlotte takes (ee-lo-quiz) once a day, Coumadin 100 milligrams three times a day, Warfarin 200 milligrams once a week, and Cyclobenzaprine three times a day. Is that all correct?
Yes.
Gotcha, I have her medication history. Now I will take a short diversion as a fun exercise. Got to keep things interesting, you know! I know this is some serious stuff. I thought I would chit chat about something that has no impact on her clinical care. Are you a cat person or a dog person?
Dagen.
Oh, that's lovely. What is its name?
Pound.
Hound, that is a cute name for a pet. That's wonderful to hear. I do need to get back to getting her history. Pristeen Health wants to make sure that Charlotte is prepared for surgery, so I am going to be a good digital nurse and get that done. Charlotte, I am going to ask you a few questions so we can make sure that we schedule her surgery at the right venue with the right equipment. Have you ever had a problem with anesthesia, like being hard to wake up or hard to breathe for?
Okay. Can she open her mouth wide enough to fit three of her own fingers stacked up and down?
Yes. Yes.
Does she have any loose teeth, chipped
No.
Okay. Can she touch her chin to her chest and