As I am sure you are aware, both the patient in the ER and any family members visiting that loved one are in a fragile state. No matter what your job or your station in life, when a family member's life is at risk, you are brought to your knees. Nothing else matters as you tearfully pray that those caring for your loved one are compassionate and smart.
What an amazing surprise to meet Nurse Jessie. I could not have imagined (much less hoped for) a more caring and intelligent nurse. I am sure she has helped hundreds if not more people in any one month, yet I never for a moment felt that my nephew or I were unimportant. She answered all questions so thoughtfully and compassionately.
Medical and social work professionals talk a lot about "trauma-informed" care. Yet few understand how it is carried out beyond a superficial interpretation of the words. Which is why when every interaction with your staff reflected a profound understanding of trauma-informed care, my heart was overwhelmed. They took the time to "get to know" my nephew, as best they could. They were protective of him, they were supportive, kind and attentive.
Please accept my deepest gratitude for the culture of compassion that you have established in your ER. Treating each and every person like they truly matter is not just a pie-in-the-sky goal. It is the reality in your ER, arguably the most difficult environment to make it real. It is much to the hospital's credit that everyone --starting with the valet outside to the receptionist who gave us our name tags to the security officer checking us in-- each and every person greeted us with warmth and helpfulness. How is it possible?
I've been to scores of hospitals (I'm a victim advocate so it is often part of my work) yet have not encountered so much consistency in compassionate care. UFH/Jacksonville is truly an outstanding model of trauma-informed care.