CUTTING-EDGE DISCUSSIONS OF MANAGEMENT,POLICY, AND PROGRAM ISSUES IN

EMERGENCY CARE

Authors: Jeff Solheim, RN, CEN, CFRN, FAEN, and AnnMarie Papa, DNP, RN, CEN, NE-BC, FAEN,Doyelstown and Philadelphia, PA

For the past few years, we have dedicated one of our col-umns to all of you as we interview the recipient of theNational ENA Nurse Manager Award. Each of you

works very hard every day to balance the needs of staff,patients, administration, as well as a host of regulatory issuesand the proverbial “other duties as assigned” line on our jobdescriptions. Congratulations to all of you who make the dif-ference for so many others but, most importantly, the front-line “stretcherside” nurse. This year, the award was given toLeigh Anne Schmidt, BSN, RN. Leigh Anne is the NurseManager of the Emergency Department of the Hospital ofthe University of Pennsylvania (HUP) in Philadelphia.

Jeff and AM:Leigh Anne, tell us a little bit about the journey to yourcurrent position.

Leigh Anne:I started out as a Medical Surgical Nurse at a local hospital inNew Jersey. During a hospital event, I met the hospital ChiefExecutive Officer. He asked me how things were, and I men-tioned that one day, I would like to work in the emergencydepartment. The very next day, I received a call from the nurserecruiter and was interviewed for a position in the emergencydepartment. I was offered the job and worked as ED staff for3 years. After a short 6-month assignment as a travel nurse, Iwas recruited to return to that same hospital to serve as whatwas then called the Head Nurse, or what might be known asthe Assistant Nurse Manager. I held that position for 4 years,when I was then asked to take on the role of director for an inpa-tient unit. After the first year in that position, I was recruited toHUP for my current role. I have been here for 4 years.

Jeff and AM:Was it difficult to make the decision to take this position?

Leigh Anne:I was attracted to HUP first of all because of the reputation forexcellence. Once I arrived here, I became excited and engaged byall the opportunities for continuing education and leadershiptraining. Our leadership team has had the opportunity to hearnational experts such as Tim Porter O’Grady and Patricia Ben-ner. This has providedmewith professional and personal insight.

Jeff and AM:What was your biggest challenge when you arrived at HUP?

Leigh Anne:When I first arrived at HUP, there had not been consistentfront-line leadership since the previous manager left. Staffwas disgruntled and unhappy. There was a lot of communica-tion breakdown and no accountability. Staff was anxious toget on the right track but, at the same time, unsure that Iwas what they needed, because they did not know me ormy leadership style.

Jeff and AM:How did you engage the staff or get their buy-in for your vision?

Leigh Anne:When I first arrived, I met individually with each staff mem-ber to identify goals and trends. Once the meetings werecomplete, the Assistant Nurse Manager, Jennifer Barger,Director, Sandy Dietrich, and I met to review the findings.The resounding issues were lack of structure and staff com-placency. We put together a plan of action and worked as ateam to move the department forward.

Jeff and AM:How do you keep staff engaged?

Leigh Anne:We do so by recognizing staff for what they do, celebratingsmall wins with a thankful culture within the department,

The opinions expressed are those of the respondents and should not be con-strued as the official position of the institution, ENA, or the Journal.

J Emerg Nurs 2010;36:587-8.

Available online 25 September 2010.0099-1767/$36.00

Copyright © 2010 by the Emergency Nurses Association. Published byElsevier Inc. All rights reserved.

doi: 10.1016/j.jen.2010.08.012

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and doing little things that show that all are valued for their con-tributions. Currently, we have a Certified Emergency NursePlaque to recognize our certified nurses and a Starfish Plaqueto recognize our staff who received accolades from patientsfor making a difference in their lives. In September 2009 westarted another program for internal recognition within thedepartment or hospital. This recognition is a small pin in a vari-ety of themes, including a sneaker for “going the extra mile,” abanana for “being the best of the bunch,” a high heel shoe for“rising to new heights,” and a dollar sign for “one in a million.”

Jeff and AM:Why do you think you were nominated?

Leigh Anne:The nomination came as a total surprise. In fact, I had no ideauntil I received the letter that I was selected. The e-mailaccount that the staff used for my nomination form wasone that I rarely check, so I had not even opened the notifica-tion of my nomination. At first I was in shock. What an honorto be nominated by the staff I serve for such a prestigiousaward. As I read the letter of nomination written by RhondaHolmstrom as a representative of our staff, I was humbled andhappy at the same time. It felt very good to know not onlythat the staff recognized my accomplishments but, mostimportantly, that I had made a difference in their lives. Weoften spend more time at work than we do at home, and pro-viding a healthy workplace is an important aspect of my job.

Jeff and AM:Do you have any words of wisdom for others who are in posi-tions like yours or aspire to take on a leadership role?

Leigh Anne:It is very important to be genuine, to be honest, and to knowyour limits. Recognize what you cannot control and be trans-parent with staff. I also try to step back and look at difficultsituations before I make decisions or formulate opinions.

Engage formal and informal front-line leaders to help you onyour journey. These may not always be hospital-identified lea-ders and often are just waiting to be recognized or asked to helpwith a project or new initiative.

Jeff and AM:To what do you attribute your success?

Leigh Anne:Success is something that is shared and celebrated by all. Overthe past years, I have gained a little from each person withwhom I worked—good and not so good! It is importantnot to become complacent. We should always think of waysto stretch ourselves. I liken it to when we were children andcould not reach the cookie jar. We stood on our tippy toesand stretched to get to the jar, so we could open the lidand get the prize—a cookie!

Jeff and AM:Is there anything that you would like to say before we closethe interview?

Leigh Anne:Yes. I am humbled and honored to receive this award at thistime in my career. It is a privilege to work with such a finegroup that wants everyone to excel, as well as the departmentas a whole. I would also like to thank the great staff at HUPfor being a part of my journey.

Jeff and AM:Congratulations on this well-deserved award, Leigh Anne.Thanks for giving us a glimpse into your world and sharingyour vision with your colleagues. We know that you will bean inspiration to others!

Leigh Anne:Thanks to all of you! And remember . . . this could be younext year!

MANAGER’S FORUM/Solheim and Papa

588 JOURNAL OF EMERGENCY NURSING VOLUME 36 • ISSUE 6 November 2010