This letter of appreciation is intended to bring to your attention the exceptional professionalism and care imparted by your emergency department team member, nurse Kaleigh O'Keefe, for my treasured friend. An unfortunate, and unnecessary, visit to the ED on Saturday resulted in a six-hour ordeal of distress for my friend. She is now 78, and with Alzheimer's, in the mid-moderate phase. Though the correct words are not always at her brain's disposal, she is quite cognizant in any conversation, and sound with her thoughts. In August, my friend visited the resident care office at her assisted living community asking for an option of relief for her neck ache. Neck aches have been occasional in recent months from the way she sleeps, and some simple stretching resolves them rather quickly. Without any indications of a fall, stroke, speech, movement or vision impairment, the nurse on duty called 911. In spite of my objections and direction to not have my friend seen by paramedics or the BMC ED, she was delivered by ambulance to the BMC ED just shortly after. Throughout her near six-hours stay, my friend expressed to me she felt fine. Her overarching concern was the waste of resources when so many other patients with true emergencies could have used the ambulance and received your medical staff's services. Initially the doctor responded to my calls to check on her condition and increasing level of stress as the hours passed. He offered to get dinner for her, yet my friend was so upset from the delay to return home, and worried about her cats eating dinner, she declined the dinner offer. It was Nurse O'Keefe who answered my calls throughout the remainder of that evening. She imparted great empathy and kept in touch updating me. Nurse O'Keefe repeatedly checked on, and periodically sat talking with, my friend. To alleviate my friend’s concerns about her cats, Nurse O'Keefe adeptly reassured her that the cats were fed and doing okay, so as to alleviate additional stress. Nurse O'Keefe confidently, and consistently, advised both my friend and me that everything possible was being done to arrange for the transport back to the assisted living community. All of Nurse O'Keefe’s check-in moments and conversation contributed to steadying my friends overall emotional well-being. It was Nurse O'Keefe’s continued efforts and communication skills that recognized and acknowledged my friend's concerns, while always speaking respectfully with her. On behalf of my friend and me, we extend our great appreciation for your leadership team having hired such a remarkable person. Nurse O'Keefe exceeds patient care expectations by delivering all that a patient, and their loved ones, would want to experience - relief, as well as peach of mind.