From EMT to Director of Patient Care Services

Meet Madalyn Frank-Cooper, Director of Patient Care Services at Long Island Jewish Forest Hills. We sat down with her to talk about her career progression and to simply understand why she loves her job. Here is what she has to say.

Why did you fall in love with Emergency Services?

I first fell in love with EMS when I was working as a medical assistant many years ago. One day, while I was working, we called for an emergent transfer for a patient to the hospital.  I was in awe of the EMT’s professionalism, their quick and thorough assessment skills, and the transfer of the patient to the hospital setting. I next joined EMS, and a short time later enrolled in nursing school to further my education and become an RN. I began my career at Lenox Hill Hospital in the ED. I was fascinated by the coordinated, quick decision making of the inter-professional team in this fast paced environment.  I was a clinical nurse for approximately 5 years and was afforded the opportunity to become a clinical liaison, and next found my path in leadership.

What is your role as Director of Patient Care Services?

My role as Director of Patient Care Services is to ensure the best possible care to our patients and to provide our employees with the knowledge and support to do so. This includes promoting an exceptional patient experience, employee engagement, quality outcomes, and a safe environment.  I feel this role is important because enables and promotes avenues for advocacy for patients, families, and staff.

How do you continue to push your employees to provide top quality of care for our patients?

Nursing is dynamic and can drive change.  Placing the patient at the forefront, eliciting feedback from the front line, and explaining the reasons why assist to drive quality of care. Structures we have in place to examine our quality of care include Collaborative Care Councils, Committee work, and focus groups.  These structures promote shared governance and provide insight for the care we are delivering.

What projects are you currently working on?

We have the Nurse Activated Stroke Code Project, where using specific criteria, the nurses are empowered to activate the Stroke Code at the patient point of entry. This has shown to be successful in decreasing our door to doctor, and door to imaging time. Early recognition and treatment yield better patient outcomes, increasing the likelihood of a full recovery. Next, we are looking to expand this concept to patients with sepsis and initiate a Nurse Activated Code Sepsis, with the goal of improved outcomes.

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