I called my clinic care team for help on one of the hardest days I've had in the past several years. I was emotional, tearful, and apologetic that I was calling for help. Emma took my call right away and skillfully provided me with a comforting presence on the phone as she actively listened to my concerns, validated my feelings, and thanked me for reaching out for help. Emma expertly walked the fine line of offering reassurance without minimizing my feelings about the situation. After several minutes of actively listening, Emma gently guided me to explore solutions, even thinking of one creative solution herself and taking the initiative to coordinate across departments/facilities to get my needs addressed. As a nurse myself, I have cared for many patients but never been cared for by a fellow nurse the way Emma cared for me on that triage call. I am so thankful that Emma was on the other end of the line. She even called me back later the same day to check on me. Thank you, Emma, truly.