Nancy took over after we had experienced a very rough day and our emotions were running high. She came in smiling and with her awesome smile and laugh and tried to calm our nerves with kind words and attentive care. Nancy was dealing with an extremely combative patient in the room next door who was screaming so loudly at everyone we could hear her with our door closed! I feared my husband's care might suffer from such an extreme situation next door, but Nancy came in every time with a smile and a gentle word to encourage him along. She didn't let it affect her and even apologized for the patient's behavior! She was a calm voice, a gentle smile and a ray of sunshine during a scary time.