Alicia exemplified the mission, vision and ICARE values of the VA while preparing a Veteran for his colonoscopy. The patient made a point to contact the nurse manager to provide positive feedback and ensure that she was recognized for her efforts. The Veteran stated, “The days, months, leading up to the appointment were not without a little worry, especially for someone with white-coat syndrome. She was just fantastic in helping me prepare for the procedure. Her knowledge on diet, medication(s), exercise, rest, just about anything involved in preparation was just amazing. She called me several times and gave me such reassurance. She answered all my questions, removing any uncertainty I had. My preparation package arrived right on time, she called to make sure I had it and went over the contents in detail, answering any questions I had. Exactly one week prior, right on schedule, she called again to remind me. I have to say she was so helpful and reassuring, professional and friendly at all times. I did call her a few times; she was always available. I hope you will commend her for a job well done.”

The Veteran was so appreciative of this RN reviewing the pre-procedure processes, educating him, and contacting him several times that he even sent a second email reviewing his colonoscopy experience with her and sharing his love of Chinese Porcelain. She has excellent interpersonal skills, positive attitude, is professional, and caring. She spends her time with the Veterans, adapting to their learning styles to ensure they are prepared and complete the colonoscopy preparation correctly. She always gives 110% and is willing to go the extra mile. She treats every Veteran as if they are her one and only focus and exemplifies what it means to provide quality care representing integrity, commitment, advocacy, respect, and excellence.