I am reaching out regarding an experience I had with nurse Lucy in your ED. My husband was a patient and we arrived maybe around 1:30 pm and it appeared to be rather busy. The waiting room was rather full, and everyone was doing their best to try and social distance from one another. When Nurse Lucy came to bring my husband back, he was in the restroom. She called out his name, I waved, and she walked over. She asked how he got into the bathroom, and I told her I helped him. She told me she was going to wait with me in case I needed help getting him back into the chair. [First gold star.] Once he was out and into the chair, she automatically took over and began to push the chair instead of having me do so. As she maneuvered him, she asked us to wait one second, and she went over to a lady and the man with her to tell her that she knew they were there before us but that she [the lady] needed a different type of care and that was why we were taken before her. She told her that they had not forgotten about her and that they were trying to expedite her care. [Give that woman 20 gold stars] I was so impressed by her taking the second to provide an explanation to that patient, and the tone of her voice when speaking with her was absolutely laced with empathy. She then returned back to us and actually apologized for taking a second to talk to the other patient. Once in the room, she provided great care. You guys were busy, but she never let it show. She did her job but made it appear as if she was never rushed and joked with him at times. I never shared my role with Advocate, so I know that our experience with Lucy is who the real Lucy is, and every patient receives the same empathetic and compassionate care, which is why this email is so long. She truly deserves praise. Everyone we encountered was kind, but she was exceptional.