Dana faced a surprise inquisition from myself and family as we sought answers to questions about my dad's care. He came into the hospital 6 days prior for stitches and was kept, and kept, and his body declined (he's 92) until he was unable to leave. He had continued to decline. Dana listened to us, tried to answer and explain. The next day she suggested tweaks in his care that could make a change in his care and try to help him recover instead of getting sicker. She heard us and used her power and caring to try to make a difference in his care. She spent time being compassionate, she respected us enough to truly listen. Dana attempted to make a difference. She was the first ray of sunshine our family had since Dad came for stitches and started his downhill direction. She offered hope instead of the "I'm sorry" I'd been receiving for the last several days.