When we got to the NICU we were not prepared to see our baby with cords and tubes coming out of her sleep sack. After day 3 we were completely worn out and stressed about baby's condition, but then in came Crystal. She didn't play down the seriousness of what was going on. She explained that the baby would be resting a lot because she isn't getting something that she needs, and then she asked if she could answer any questions. She kind of gave us the ropes with the baby and explained what the cords were, which ones were making her monitor beep and what that meant. She was very polite and not overly happy.
We could tell Crystal was a professional, courteous, kind, yet serious about what her duty to our child was and that lifted a weight off my chest. She guided us throughout the baby's care rather than ask us what we would like to do because honestly, we just wanted to have answers and have them fix our kid quick. She was happy and showed encouragement when our baby made small improvements.