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,
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. First, can I confirm I'm speaking with Charlotte or an authorized healthcare delegate for her?
Thank you. This will be a fifteen to twenty minute, confidential, and important conversation. Since we will be chatting about your 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. Thank you.
Great. Pristeen Health is committed to patient safety, and we want to make sure that you are well prepared for your procedure coming up in a few weeks. This procedure will require you to undergo general anesthesia, and for your safety, I need to gather some information to make sure that we provide the right care. I will have a quick touch base on your daily activities, reconfirm the medications you are taking, discuss your 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 your 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?
Sure. Thank you.
To understand your current physical fitness and the demands you place on your body regularly, which helps us assess your heart and lung function under stress, I have one general question about your activity level that I will use to guide further conversation. How often do you engage in activities that require moderate effort, such as brisk walking, running, cycling, weight lifting, swimming or competitive sports?
I and my husband walk for about thirty, forty five minutes every other day. I do the treadmill as well on the alternate days.
Okay then! We are well on our way to getting you prepared for this procedure. I am going to shift my focus to your medication history. I looked up your medication history. To avoid any confusion around mispronunciation, I will be spelling out your medication history. I show that you have prescriptions for E-L-O-Q-U-I-S, once a day. If this is correct, I can go on and move to the next step. If you are not
Yep. That is right.
Gotcha, I have your 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 your clinical care.Are you a cat person or a dog person?
I like dogs.
Oh, that's lovely. What is its name?
Pixel, that is a cute name for a pet. That's wonderful to hear. I do need to get back to getting your history. Pristeen Health wants to make sure that you are 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 your 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
Gotcha. Can you open your mouth wide enough to fit three of your own fingers stacked up and down?
Interesting. Let me try. One second.
Of
Yep. I can.
Okay. Do you have any loose teeth, chipped teeth, or caps or crowns?
I do have a chip in my front right tooth.
Gotcha. Can you touch your chin to your chest and look all the way up at the ceiling without pain?
Thank you. I just want to quickly confirm what I've noted down. I have that you have not had a problem with anesthesia in the past, you can open your mouth wide enough for three fingers, you have a chipped front right tooth, and you have full neck mobility without pain. Is that all correct?
Yes.
Okay - let us move on to questions around sleep patterns. This helps us understand your breathing while you sleep.I am trying to determine if your neck size necessitates us to make some adjustments on our end. One way to understand this is to know if you wear shirt collars size 17 or bigger. Is that true?
Yes.
Gotcha. Have
Wait. Wait. Wait. I'm sorry. I answered it, and I do not wear shirt collars bigger than that. Mine is fourteen and a half.
My apologies. Let me correct that. Just to be sure, I want to summarize one more time. I have that you do not wear shirt collars size 17 or bigger. Is that correct?
Yes.
Gotcha. Have you ever had radiation or surgery on your neck or throat?
No.
Okay. Do you snore loudly?
A la u,
Gotcha. Do you often feel tired, fatigued, or sleepy during the daytime?
No.
Okay. Has anyone observed you stop breathing, or choking or gasping during your sleep?
Gotcha. Do you have or are you being treated for high blood pressure?
No.
Thank you for that. Just to be sure I have everything right, I've noted that you do not wear shirt collars size 17 or bigger, you have not had radiation or surgery on your neck, you do not snore loudly, you do not often feel tired during the daytime, no one has observed you stop breathing in your sleep, and