We had a patient who was frustrated with his pain and was upset with some of the care he had received earlier in the day. He could not get comfortable, and just was all around upset. Mary Anne took care of him that day, she stayed to apologize, sit with him, reassure him explained the procedure and pain expectations with him and his family. She set up his med schedule so he would know what to expect. She got him comfortable in bed, got him and his wife blankets, his wife a snack and juice, and his daughter something to draw on to calm her down – and also a snack. The next night when I came back, he was a different man. He said how much he appreciated her and how much of a gem she was and how lucky we were to have her on our staff!