A frail, 80-year-old female patient was being evaluated for a severe condition in the ED Critical Care area. The initial work-up was complete, and she was readied for admission when suddenly, another critical patient was being whisked in by the EMS Ambulance crew. Due to a lack of bed availability in the ED, the patient was transferred quickly by gurney to Hall 1, just outside the Critical Bed area.

This immediate and necessary change in "venue" seemed to rattle the patient as she began to yell out, quite loudly and consistently, "I want to go back (to care home)." Her deafening, somewhat unclear cries were unsettling and added to the stress of the department. In between taking care of the other critical patients in the area, numerous RN staff, including myself, attempted to assist and provide support for the patient. I was tasked to transport this bewildered patient to the floor; however, the admission room was not available yet. I vainly attempted to quell her concerns, but the patient was not accepting.

Upon my return, approximately 15 minutes later, I noticed something different: the patient was quiet. Another Nurse was calmly speaking to her, holding her hand, and sitting next to her gurney. This nurse was Cathleen, one of the ED's Clinical Coordinators. The effect of Cathleen's soothing and supportive tone (and her time) was incredibly comforting to the patient. As I started to "set up" the monitor and equipment for the patient's transfer, I was both astonished and impressed by Cathleen's efforts and supportive dialog as she targeted the patient's ultimate concern. I was able to discern from the conversation that the reason for the patient's outbursts and cries was that she was fearful and distrustful. I was touched by Cathleen's concern and the time she chose to intercede on this patient's behalf. The time, effort, and care Cathleen took with this patient were both effective and touching.

We often forget, in the crazy, bustling, and demanding environment of the ED that certain patient populations, especially Geriatric patients, have real fears, fears of displacement and distrust. This is a very palpable and often exasperating dilemma for these patients. Cathleen made a difference. She exemplified a loving responsibility and a commitment to be a force of good for this concerned patient. Thank you, Cathleen, for taking the time to provide a brilliant light of hope and peace for this patient!