My 79-year-old mother was seen in the ED for severe pain/infection. Susan was our nurse and was amazing. Not only did she have a friendly and fun personality, but she also explained everything she was doing and went above and beyond for me and my mother. My mother was scared and in pain, but Susan kept my mother calm and, at times, made my mother laugh with her humor. Susan acknowledged others and recognized their contributions or concerns, listened to others and gave their full attention to show understanding, and cared about what others said, communicated information generously and as soon as possible with those who needed it, responded in the expected timeframe to show others’ priorities are important, worked as a team player and did her work in a way that also helped others, showed kindness, patience and compassion in all their interactions.