I was in charge and was requested to come to the bedside of a patient whose mother had several concerns. Lindsay had arrived at the bedside prior to me and witnessed the mother voicing her frustrations. The mom was tearful and visibly upset. I observed Lindsay speaking quietly with Mom and listening intently to her. At one point, Lindsay sat down to be at her level. Lindsay acknowledged the mother’s fears, frustrations, and concerns. As I witnessed this interaction, I saw mom’s shoulders loosen, and her posture relax as Lindsay made suggestions and formulated a plan with mom. She allowed mom to guide the solution.

Lindsay exemplified commitment to our patient families, even though she was not originally assigned to this patient. Lindsay managed the situation like a seasoned professional. Lindsay took on the patient assignment to build rapport with the mom. As the shift went on, Mom opened up more and more with Lindsay and even asked if she would take her baby the next day that she worked. Lindsay happily obliged. The baby's mother felt comfortable leaving the bedside to attend a family gathering later in the shift. What a turnaround!

Lindsay’s calm demeanor, genuine concern, and care for all patients on our unit could not have been more evident on that day. I got a front-row seat to what kindness and tolerance can do in the face of challenges. Lindsay sets the bar for how we, as bedside staff, should interact with patients and families. She is more than deserving of this recognition.