Early in the morning, a patient was directed to the wound healing clinic. When they arrived, they had no appointment, and because the patient had mental issues, he collapsed on the floor sobbing. 

Birgit, instead of calling security, showed compassion and empathy for the person. She de-escalated the situation and helped him figure out what he needed to do. She calmly helped him regain his dignity and get off the floor and showed care excellence by walking him through the process of scheduling an appointment with his PCP. 

She helped him stay safe and get justice through healthcare instruction.

Note: This is Birgit's 2nd DAISY Award!