I recently brought my son into JTDMH Urgent Care. His big sister had a pretty intense cough, but it had improved, and of course, it’s that time of year, so my son caught the cooties from her. Neither of them had fevers, so that wasn’t my concern. What was concerning was the sound of my son’s cough. We’ve never dealt with croup, ear infections, or anything like that, but this cough sounded exactly like what I would imagine croup to be. It was very barky, and he sounded short of breath at times and struggled to stop coughing once a spell started. 

I decided to take him to urgent care. At check-in, everyone was very friendly. We did have to wait a bit, but it was obvious that both the ER and urgent care were busy. The did say that UC was busy and patients were waiting on imaging but them informing us of that was appreciated because it was informative and set the tone.

When we were brought back for triage, we were greeted by a nurse named Chris. He asked all the appropriate questions, but more importantly, his bedside manner immediately put me at ease. He didn’t make me feel rushed or like my son was just another patient in a busy day. Even in a fast-paced environment, he was fully present with us, which made a big difference. Even though I felt a little silly bringing my son in “just for a cough,” I knew at that point my son was going to be well taken care of.

We went back out to the waiting room until an exam room was available, and I was pleasantly surprised when we were taken back and saw Chris again, and he was going to be our nurse. I even told him that I felt silly for bringing my son in, and he immediately reassured me, saying, “Hey, it’s no big deal, that’s what we’re here for.” You could just tell he truly cared not just about his job, but about his patients. He felt genuine. He also spoke directly to my son in a calm, comforting way, which helped build trust—even when my son wasn’t feeling his best. That extra effort to include him meant a lot as a parent.

Chris shared that he has children of his own, one of whom is close in age to my son, which instantly created a connection. My husband wasn’t able to be there since he was at work, so that connection meant even more in that moment.

The nurse practitioner came in with a plan to swab for RSV, flu, and COVID, and I agreed. While we were waiting on results, Chris stayed engaged at the bedside, trying to get my son to perk up a bit. My son, however, was a grumpy little guy and just wanted to lie on his mama. Chris still made the effort, and it didn’t go unnoticed. He never once made me feel like we were “just waiting.” He continued to check in, read the room, and adjust his approach based on how my son was feeling.

When the results came back, and we were told my son had RSV, I’ll admit - I got emotional. When the nurse practitioner stepped out, Chris and I made eye contact, and I immediately felt overwhelmed and became a little tearful. I said something along the lines of feeling like a bad mom for not bringing him in sooner, especially with all the scary things you hear about RSV. I even shared that I had tried to do everything “right,” including getting him the RSV vaccine when it first became available. My husband and I just waited for so long to have kids, and to be honest, with 2 children under 4 and living away from your family with limited exposure to little humans, things get scary.

As soon as I was able to pull myself together a bit, Chris stepped in and said, “First of all, you are not a bad mom. Based on your son’s symptoms, I probably wouldn’t have brought my own son in either. You did exactly what you should have by bringing him in when you did.”

That moment meant more than I can fully put into words. The connection he made with me during a scary time for my youngest and the reassurance he gave truly gave me a sense of confidence and comfort I didn’t know I needed. He created a safe space where I felt I could be vulnerable in a moment of overwhelm, and that kind of compassion is something you don’t forget. In a moment when I felt vulnerable and unsure, he met me with empathy rather than judgment, and that is something I will never forget.

Of course, you expect education when you seek care, but Chris went above and beyond. He made sure I understood everything, explained what to watch for if things worsened, and answered questions before I even had to ask them. His communication was so clear and reassuring. He was thorough, compassionate, and incredibly intentional. It’s clear that for Chris, this isn’t just a job, but it’s something he truly takes pride in, and it shows in every interaction.

You could just tell he is passionate about what he does and how deeply he cares—especially for kids.