My blood was drawn by someone else and then it couldn't be found. Joan came in and calmly, gently and compassionately took it again. She made sure to tell me what was happening while being extremely kind as getting my blood drawn almost always makes me faint. She was extremely attentive to our needs and quick to respond to some problems. She made the emergency room feel pleasant and safe after nearly 12 hours of waiting for my patient room. I never felt like a burden to her. She genuinely cared.