Monica was recognized by a Veteran and family member for her excellent care. The patient had an appointment but had not completed the preparation required to complete the procedure. Rather than have the patient and their family travel home and require them to return for the procedure on another day, Monica provided education for them on the pre-procedure preparation. She also coordinated with other members of the care team to get the patient in for the procedure later in the day.
The patient and family stated, "Nurse Horsley not only went out of her way to help us but also took the extra steps to ensure our care was coordinated with the appropriate care providers." They also appreciated that she thanked the Veteran patient for his service, and noted that they also overheard Monica greet another Veteran with, "Hello hero, how are you doing today?"