My mom can be difficult anytime she has to come in for any type of outpatient procedure or even when she has to stay in the hospital. Most nurses tend to be friendly but just do what they have to do and be in and out. Emily really took the time to empathize with my mother about why she was grumpy and what was going on with her body. Not only that, but she clearly and wonderfully explained every part of the procedure to my mother so she knew exactly what was going on and why the procedure was being done. My mom has back problems, and she was going in for a heart cath at that particular time. The nurse took the time to warn those doing the procedure so maybe they could have a wedge or something to accommodate her pain during the procedure. She was wonderful in every way and one of the best nurses my mom has had in outpatient surgery.