Running Head: NURSE LEADER INTERVIEW

Nurse Leader Interview

Danielle Dowd
Cassie Mulder
NURS 440
Ferris State University

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Introduction

There are many things that make a nurse a leader, from their degree and expertise to their
compassion. The role of the nurse leader is evolving, Nurses must step forward into leadership
roles in their workplace, in their professional association, and in legislative and policy-making
areas (Yoder-Wise, p. 37). For this interview we were required to speak with a nurse that was in
a leader or manager role with a Baccalaureate Degree or higher. We chose to speak with Sarah
Verburg, NP. She works at Spectrum Healths Pennock branch, Gun Lake Family Medicine, as a
family nurse practitioner. Sarah graduated from Trinity Christian Colleges nursing school in
Chicago in 1995. After school she worked as an emergency room nurse until she began school
again in 1998 where she got her Masters Degree from Grand Valley State University. Shes one
of three nurse practitioners at the office, and the first one that was hired there. She has been
working for Gun Lake Family Medicine since 1996, and is now looking to pursue her Doctorate
Degree while she continues there.
Responsibilities
Sarah has many responsibilities as a nurse leader in the office. During the day she is the
only NP because the other two only work part time. This requires her to have more knowledge,
responsibility, and leadership throughout the day. She has a great relationship with the physicians
after working with them for so many years and thoroughly enjoys researching on her off time.
Because of her long-term employment and vast knowledge, she is held at a high standard at the
office, which brings increased responsibility. Sarah is responsible for her own patient load. It is
her job to explain procedures to her patients, discuss their reason for visiting, answer questions,
and educate about medications and care. As a nurse practitioner Sarah writes all of her own
prescriptions for her patients. Since a family practice is not the typical hospital setting she also

NURSE LEADER INTERVIEW

takes on the role of the care manager. Sarah refers her patients to the necessary associates for
other medical or mental health concerns. She is also responsible for overseeing the work of her
medical assistant as well as delegating appropriate tasks to them.
At Gun Lake Family Medicine there are two physicians, three nurse practitioners, five
medical assistants, three secretaries, and a phlebotomist. Sarahs philosophy is focused on being
a patient advocate, she stated that you never forget that a patient is attached to that diagnosis
(Personal communication, February 5, 2016). Sarah works alongside two physicians but is
responsible for her own patients and rarely consults with them. If there is ever an issue or
question she has, she reports to either physician. Along with that, the medical assistant reports to
Sarah regularly. Because they work so closely together, they are constantly collaborating about
each patient. If the medical assistant ever has questions or concerns, they will discuss them with
their assigned provider (Nurse executive competencies, 2015).
Communication, Relationship Building, and Influencing Behaviors
As a nurse, effective communication with patients is vital. Sarah has gone above and
beyond by presenting on health care topics such as a pap smears. Sarah has extensive experience
and knowledge about this topic, she has presented on it and hands out pamphlets afterward about
how often women should come in for the procedure. This procedure can be very nerve wracking
for women so she ensures that she explains what to expect before touching the patient. She also
allows the patient to see the equipment that will be used and provides time for them to ask any
questions or address concerns. Not only does she hand out pamphlets, but she provides the
patients with other resources as well.
As a nurse practitioner, Sarah tends to see patients in vulnerable situations and its crucial
for her to build a strong rapport with them. For example, although her focus is family medicine

NURSE LEADER INTERVIEW

she often sees women for their obstetric appointments. These situations often make patients feel
uncomfortable and Sarah stressed that it is very important they know she has their best interest in
mind. Sarah also has very important relationships with her fellow employees. In a small family
practice office its essential that everyone works together as a team and Sarah stated that she
feels her office works well together. Sarah emphasized that she likes to acknowledge when her
medical assistant goes above and beyond and always verbalizes a job well done. This helps build
a strong relationship between her and her medical assistant, which is vital, because they work so
closely together.
In her role, Sarah has a large influence on behaviors in the office. When a conflict arises
she personally emails her team members to get everyones feedback, and any extensive concerns
are discussed at the monthly staff meetings. When positive behaviors occur she finds herself
bringing treats in the office to recognize their exceptional work ethic. The other providers and
her also have separate meetings to address behaviors of the staff and any need for discipline or
recognition (Nurse executive competencies, 2015).
Quality Improvement and Risk Management
As with any practice, Gun Lake Family Medicine is looking to improve their patient
retention and overall satisfaction. Each month this practice attempts to have a 90% rating of
patient satisfaction. They measure this through surveys and patient retention. Sarah makes it a
goal to ensure that her patients are comfortable, informed, and leave the office well educated
with each appointment. Gun Lake Family Medicine institutes a monthly recognition for the
provider with the highest satisfaction rating. This motivates the employees and reinforces quality
improvement everyday. Based on the results of the patient satisfaction surveys and responses, the
Gun Lake Family Medicine office meets to discuss a proactive approach to each situation. The

NURSE LEADER INTERVIEW

office also works together to minimize any risks and liability such as HIPAA violations or
malpractice (Nurse executive competencies, 2015).
Leadership
Gun Lake Family Medicine has a wide scope of patient care. As a stand-alone care
provider Sarah has the responsibility as a leader to care of her own patients and use her
knowledge when to refer someone for further treatment. Since Gun Lake is a small practice, at
times there may be conditions where further help is necessary, If a medical challenge arises, the
Gun Lake Medical staff work with a team of Pennock Specialists, providing their patients with a
comprehensive range of services and a coordinated approach to care in a personal, professional,
and progressive manner (Welcome to Pennock Health Services, n.d.).
Sarah looks for ways to improve her leadership skills and enjoys feedback from
colleagues. Sarah took on a leadership role in the office to educate other providers about
evidenced-based practice regarding the frequency of pap smears. She also works hard to keep on
evidenced-based practice by doing required CEUs for her license and her own research (Nurse
executive competencies, 2015).
Professionalism
As a nurse practitioner with her own patient load, Sarah is accountable for her own
actions with her patients. It is her responsibility to act in a professional and responsible manner
any time she interacts with patients. When charting it is important that Sarah is honest and
accurate for the sake of the patient and the information relayed to other providers. She is held
accountable by her staff and any time she is not acting in a professional manner; they have the
right to address it to the chain of command whenever necessary.

NURSE LEADER INTERVIEW

Sarah is ethical when interacting with patients and must adhere to the ANA Code of
Ethics and Spectrums Code of Ethics. She is responsible for providing non-discriminatory care.
According to Spectrums Code of Ethics, Staff will not discriminate against a client on the basis
of age, race, creed, sex, gender, sexual orientation, sexual preference, socioeconomic status,
nationality, ethical and political beliefs, or criminal record (Code of ethics, n.d.). Sarah must
make her patients feel comfortable enough to open up about their lives and discuss personal
habits. For example, helping the patient be vulnerable can bring up issues such as drug or alcohol
addictions and it is her job to provide the resources and encouragement to help them.
Sarah feels strongly about being an advocate for her patients, I think nurse practitioners
are nurses that cant forget theyre nurses. We talk different than physicians. I am my patients
advocate (Personal communication, February 5, 2016). Even though Sarah is a nurse
practitioner, she does not see herself any different than a nurse. She knows it is crucial to always
advocate for the patient. It is her job to provide a safe place for patients to be vulnerable, The
nurse advocates for an environment that provides sufficient physical privacy, including privacy
for discretions of a personal nature (Code of ethics for nurses, 2015). Sarah addresses any
concerns she may have with respective parties. As stated previously, she provides resources to
her patients whether it is outreach programs, medication information, or general health concerns
(Nurse executive competencies, 2015).
Business Skills
Sarah assists in the hiring and firing process at Gun Lake. She also works to recruit
colleagues who will add to the practice. Since it is a small practice, they want to have the best
staff available to ensure quality care. Sarah speaks with colleagues if there are issues or
discrepancies regarding patient care. Staff also has the option to fill out employee satisfaction

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surveys, which allows everyone in the office feel like they have a voice. Sarah has a personal
goal to encourage colleagues to help staff feel appreciated. To avoid staff feeling overworked,
Sarah encourages everyone to relax and their weekends off. She likes to take a personal interest
in her colleagues. The Gun Lake office is closed on the weekends and staff has paid time off as
well. The Gun Lake office has emergency preparedness plans in case of fire, inclement weather,
and potential threat. Sarah collaborates with physicians to schedule times to practice these
emergency plans in order to be proactive (Nurse executive competencies, 2015).
Conclusion
Sarahs job as a nurse practitioner is not what makes her a leader. It is her attitude and
compassion toward the profession. She has earned the respect of her colleagues and takes a
personal interest in furthering her own education. She takes pride in the rapport she has with her
patients and seek to provide open and therapeutic communication. Her office works to improve
the quality of patients everyday in a professional manner, and that is why she chooses to continue
working at Gun Lake Family Medicine. Sarah believes that, Physicians often diagnose, but
nurses are the ones that are explaining, healing, and caring behind it (Personal communication,
February 5, 2016).

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References

Code of ethics (n.d.). In Spectrum Health. Retrieved March 29, 2016.

Code of ethics for nurses with interpretive statements (2015). In American nurses association.
Retrieved March 29, 2016, from
http://www.nursingworld.org/DocumentVault/Ethics_1/Code-of-Ethics-for-Nurses.html
Nurse executive competencies: CNE (2015). In AONE NEC. Retrieved March 29, 2016, from
http://www.aone.org/resources/nec-system-cne.pdf
Verburg, Sarah (2016, February 5). Personal communication.
Welcome to Pennock Health Services. (n.d.). Retrieved March 29, 2016, from
http://pennockhealth.com/gunlake.html
Yoder-Wise, P. S. (2007). Leading and managing in nursing. St. Louis, MO: Mosby Elsevier.