Five days after being discharged from a common laparoscopic surgery, I rushed back to the emergency room in extreme pain. After spending a day in the hospital with no relief from the pain, it was decided that another procedure was needed. To get me some much-needed relief, Charlene made sure that the new procedure would take place that afternoon. She and the endoscopy team took great care cleaning the blood and bandages from the needle sticks in both arms. She was friendly, efficient, and really seemed to care. She has a great smile and a reassuring attitude. Her calming demeanor is what got me through the most intense pain of my life. I was dreading the follow-up procedure, which was to come in a couple of months, but knowing that Charlene would be there made it much more bearable.