A patient was very upset because she had a baby in the NICU for a short time and also had 3 children that she needed to get home to. The patient was a post-cesarean section and that day was her birthday. The patient was experiencing a flood of emotions and shared her concern with Kathy.
Kathy went to the gift shop and bought balloons, a baby gift, and a birthday card. When Kathy presented the patient with the gifts, the patient said that it meant so much to her. She could not believe that Kathy had gone out of her way to make her feel better. She was overwhelmed with emotion and gratitude. The patient said that this hospital and staff get a "10" in her book.