Quick Dive: ICU charge nurse needs help with a beeping IV pump

vs. Tara Mendez, Charge Nurse, ICU at Northpoint Regional Hospital

4/30/2026, 6:46:35 AM · scored

Tags:none

Recording2m 33s

Feedback

4.0

avg score

▲ team avg 3.4

Core skills

Discovery

▲1.05/10

Rapport

▲0.55/10

Objection handling

▲0.53/10

Clarity

▲1.05/10

▲0.02/10

Delivery

Tone5/10

Confidence4/10

Talk ratio5/10

Emotional awareness5/10

Coaching by category

Discovery

The rep asked a relevant question about the pump alarm, but could have further explored the situation to better understand the issue.

Rapport

The rep maintained a neutral tone but missed opportunities to build stronger rapport by acknowledging the nurse's busy situation.

Objection handling

The rep did not effectively address the nurse's concern about the patient's distress, missing a chance to empathize and reframe the situation.

Clarity

The rep provided some guidance but could have been clearer and more concise in explaining the steps to resolve the issue.

The call ended without a clear next step or confirmation of resolution, which is critical in ensuring the nurse feels supported.

Strengths

The rep asked an initial question to assess the situation with the pump.

Gaps to work on

The rep failed to provide a clear next step or confirm resolution at the end of the call.
The rep did not adequately address the nurse's concern about the patient's distress, missing an opportunity to build rapport.
The rep's guidance on checking the drip chamber could have been more concise and clear.

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Transcript

Speaker:

Tara Mendez

Hey, this is Tara Mendez.

You

Please be kind to respond in the way.

Tara Mendez

All right, if it's been beeping on and off for

Tara Mendez

Hi there! What’s going on?

You

Is the pump still alarming?

Tara Mendez

Got it. Let’s check if the tubing is kinked or if the line has any air bubbles. That’s usually a quick first step. Let me know what you see.

You

No, the patient is upset. I can't tell

Tara Mendez

I get it, it’s a busy moment. If you can quickly check the line for any obvious kinks or if it's still showing an air-in-line alert, that’ll help us figure out the next step. Just a quick glance should do.

You

It doesn't seem to be kinked.

Tara Mendez

All right, if it’s still beeping about air in the line, you might want to re-prime the tubing or double-check the drip chamber. If that doesn’t solve it, I can get someone from Biomed up there quickly. How’s that sound?

You

Sounds good. How do I check the drip changer?

Tara Mendez

Sure, for the drip chamber, just make sure it’s about half full and not completely full of fluid. If it’s too full, you might need to adjust the bag height or carefully release some fluid from the line. That should help with the air-in-line issue. Let me know if that works or if you need more help.

You

Okay, I think that worked. Thank you.

Tara Mendez

You’re welcome! If it keeps acting up or you’re still seeing alerts, just give us a quick call back. We’ll take it from there. Thanks for hanging in there!