Clear explanations of everything to expect - tests, med schedules, procedures. Helped me with earplugs even! She enabled me to best schedule visitor visits. She was a bright light in a challenging time and her cheerful, calm, reassuring demeanor gave me hope that all would be well. In addition, she always built up other staff members and seemed eager to teach when needed. She listened to my story and shared just enough personal information that we formed a personal bond. I will never forget her.