Lana is able to smoothly handle difficult patients. We had a young woman with many medical and psychological/psychosocial issues who came in for a procedure and expressed to Lana frustration with some of her issues. She felt that no one cared about her or her needs. Lana spent a great deal of time talking with the woman about her feelings and explored what we could do to help her situation. When the patient returned from her procedure she was agitated and wanted to sign out against medical advice but Lana calmly pulled the curtain around the bed and sat and talked to the patient with great compassion and caring and attempted to get the patient to stay for the usual post procedure monitoring. We were able to have her remain long enough to meet with our social worker to begin to address some of her concerns. It was very evident to the patient that Lana cared about her and her concerns and wanted to help. This is what truly excellent nursing is about.