ANA Healthy Nurse, Healthy Nation® Spotlight: Kristen Gilmore, MSN, RN, CEN, TCRN, NE-BC, NC-BC
Nurse goes from the ER to implementing a multi-hospital well-being program
As an ER nurse and nurse leader, #healthynurse Kristen Gilmore, MSN, RN, CEN, TCRN, NE-BC, NC-BC, is no stranger to fast-paced patient care and the stressors of the nursing environment.
"I began nursing in the era of 'pull up your big girl panties and move on after a tough situation,'" Kristen says. "There was no pause. But I have always been interested in the well-being of those around me. I could see how destructive this philosophy was over time."
So, when Kristen felt the call to switch her focus from ER nursing to nurse well-being, she did not hesitate.
Finding Her Niche
Kristen had the unique experience of working in the same ER department before and after the COVID-19 pandemic. Although she worked in a different hospital during the height of the pandemic, when she returned, she saw how her former colleagues had changed. And it altered the course of her career. Kristen found herself drawn to a new focus: helping nurses in this new normal.
"Before the pandemic, there was stigma surrounding the idea of supporting your own emotional and mental health," Kristen says. "The pandemic made having those conversations more comfortable, more accepted, and more recognizable. I think it was a catalyst for us as nurses. The pot had been simmering, but during the pandemic, it had boiled over."
Kristen was looking into becoming a licensed clinical counselor when she stumbled upon an opening for a nurse well-being program manager. As an ER nurse, she knew it was a long shot, even with her experience as a nurse leader. After a stressful 3-month interview process, the job was hers. The role was the first of its kind in that health system and in the city of Philadelphia.
Building a Well-Being Program From the Ground Up
Kristen was working with a blank slate. She recognized the program's potential and looked forward to creating the framework for what well-being in this space should look like.
The actions Kristen took included:
Understanding the culture
Kristen couldn't address the well-being needs of her nurses until she knew what those needs were. She met with nurse managers and surveyed the staff to gain an understanding of the nursing:
- Culture
- Needs
- Perspective
"I was very aware of my perception of what nurses need," Kristen says. "But I had not worked in this health system before, and I needed to tailor the program to the nurses it would be supporting."
Setting up a system for communication
Kristen needed a way to support nurses as they faced challenges, stressors, and adversity, but she knew she could not be in the four hospitals that she covered at once. She created an infrastructure that gave her:
- Access to daily leadership shift reports
- Authorization to view incident reports
- Referrals from nurse leaders
"I get a daily summary of all incident reports filed in the past 24 hours, and nurse leaders let me know when a nurse has a rough shift," Kristen says. "That way, I can understand what's happening and proactively reach out within 24 hours of the incident."
In the first year, Kristen reached out to more than 500 employees to offer support —nearly all were receptive.
Providing access to a safe space
Kristen has access to the nursing schedules and reaches out when it won't interfere with work or sleep. The conversations are completely confidential. She finds that people are more willing to talk when they are not in the work environment.
"I'm not calling to investigate, and I'm not taking notes about what happened," Kristen says. "Our call is a chance to talk about what they experienced. I validate that what they are feeling is what they should be feeling."
When needed, Kristen connects nurses with hospital resources, including ongoing counseling or therapy.
Establishing resources and training for the nurse community
Since becoming program manager, Kristen has secured grant money and established resources specifically for the nursing staff, including:
- Alternative therapies, such as art therapy, music therapy, and pet therapy programs
- Mindfulness and meditation training, which pairs those practices with lifestyle enhancements, such as positive thinking, sleep strategies, and healthy nutrition
- Stress management and resiliency training (SMART), as part of the nurse residency program
"We've received fantastic feedback, especially about our therapy programs," Kristen says. "We’ve done studies on the pet therapy, and nurses report that it enhances their perception of mood and ability to care for patients."
Balancing Work With Her Own Well-Being
Looking at what Kristen accomplishes each day, it’s hard to believe she does it all on her own. While she loves what she does, Kristen admits it takes a toll at times.
"My job went from the physical demands of ER nursing to a job where my brain is the biggest muscle I flex all day," Kristen says. "I have really hard and emotional conversations, and I am exposed to a lot of secondary trauma."
To protect her well-being, Kristen prioritizes self-care by:
- Making time for hobbies, such as cooking, walking, and Pilates
- Participating in music therapy sessions, when needed
- Practicing mindfulness and meditation to stay grateful and in the moment
- Prioritizing sleep, which she says is "nonnegotiable"
- Socializing with her support system of family and friends
Reflecting on Her Journey
Kristen has been in her role for more than 3 years now. Yet, she still feels amazed by her journey from ER nurse to well-being program manager.
"If you told me 5 years ago that I would be doing this work and would have the opportunity to develop and explore ways to improve nurse well-being, I would have said you were bananas," Kristen says. "Yet, here I am, and it's been an absolute blessing. I love coming to work every day. It's a challenge, for sure. But I can't imagine doing anything else."
Kristen Gilmore, MSN, RN, CEN, TCRN, NE-BC, NC-BC, is the program manager for nurse well-being at Thomas Jefferson University Health System's Jefferson Bucks, Frankford, Torresdale, and Einstein Montgomery campuses.
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