We had a difficult patient in the ED. The patient was having a mental health crisis, and we were having difficulty keeping this patient calm. When the patient was awake, the patient was verbally abusive to the staff and said some pretty ugly things. We had difficulty finding an appropriate placement to get the patient the needed care, which we are not able to provide in the Emergency department.

Diana was assigned to this patient, and she spoke with the patient when he was in crisis and spoke very calmly, despite the terrible things this patient was saying. The patient received medication, and Diana went back in and spoke with the patient again. She was professional, she helped the patient speak with their mother, and she listened to the patient. I walked by the room less than an hour after the patient had been yelling, and the patient was up and the patient was smiling.

The difference was night and day. We had multiple code grays on the patient's during the patient's time in the ED and every time I had been near the patient's room, the patient was either in crisis or sedated. Diana was able to treat this person with compassion and gentleness and helped them relax, calm down, and we were able to get the patient transferred to a facility that would provide the needed care.