I am a nurse myself and I know how important customer service and quality care is to patients and families. I did not share with the staff that I am a nurse, but I observed the care given. Brandy showed excellent customer service, was very patient and explained everything she did.
My mother in law is at end of life and Brandy went above and beyond. She provided a booklet on end of life, did fingerprinting for a keepsake, gave a rose for each sibling (nine) and a heart monitor strip in a tubing (again for keepsake). She continually checked on the family when our mom was taken off the respirator. She explained the medications, what to expect, hugged and cried with the family and showed a lot of empathy and care. Yes, some of these things are her job but to give of herself and show the family she was truly there for support and understanding and the kindness showed was special.
Before our mom was moved to the regular floor, she needed to be weaned off of fentanyl drip and her morphine increased. She explained what she was doing, why she was doing it, and what medication she would receive when she got to the regular floor. Again, customer service is everything in the healthcare business. Brandy demonstrated excellent quality of care and knowledge in what she was providing. She is to be commended and she is a great asset to your hospital. In my opinion, she is an extraordinary nurse.