Jackie is an extremely dedicated, detail-oriented, self-aware, and compassionate nurse. Her qualities were recognized by a mother of a special needs patient. The patient is 24 years old but is still under the care of her mother based on her developmental delays. The patient can be aggressive, loud, and uncooperative at times. The mother stated that since her daughter transitioned from pediatric to adult care they have had repeatedly poor experiences in other hospital systems and the family lost faith in humanity until they met Jackie.

It was late at night and her daughter needed emergency care. The mother and patient were visibly struggling to maintain composure. They were both exhausted, overwhelmed, and frustrated. The mother expected the same care as her daughter had always received, but was emotionally moved by the grace and compassion Jackie showed her. Jackie was not afraid of the challenge. The look on Jackie’s face and the tone of her voice was approachable, non-threatening, and she was patient and kind. She connected with the patient on a level that made the mother feel at ease with the care. Jackie built a relationship of trust and understanding with the mother and patient that the family has transitioned all of their care to UH. She listened to the mother’s advice during the blood draw and offered more than just nursing care. Jackie listened to the patient. The patient sensed her calm approach and warm presentation. She sat with the patient, used a soft tone, and portrayed confidence that put both patient and mother at ease.

The family left the ED with more than a diagnosis and discharge instructions. They left with peace in their hearts and confidence restored in a broken healthcare system for special needs patients. The mother called my office crying because she could not believe how wonderful, genuine, and understanding Jackie was. She stated she will never go to another place and she has found the good in the world through Jackie.