I am writing today to tell you that my experience as a patient at this hospital was extremely positive and very pleasant but I'm quite sure that you get these kinds of comments quite often. Today I'm writing to you about one employee who may or may not have come to your attention but she should. Her name is Nicola (Nicci) George RN, Orthopedic Clinical Coordinator. I first met Nicci when she taught the "preparing for surgery class" back in February of this year. She is a soft-spoken little nurse with a delightful Scottish accent and a charming sense of humor who gave all of us the tools and information we needed to get ready to have our knees or hips replaced and tried to make it as positive as possible. At the time of the class she gave out her business card and told us we could call her if we had any questions at all. Of course I thought that was just something she said to people and never thought much of it. On the morning of surgery I came in and whom did I see but Nicci again. That smile, that cheery accent and those words of encouragement again rang in my ears, as I got ready to have the procedure. Throughout my hospital stay Nicci just kept appearing at random times, sometimes alone and sometimes with the doctors as they made rounds and always with kindness, a smile and a bubbly way that warmed my heart. Before I went home she gave me her card again and repeated her previous message "if you need anything at all, please do not hesitate to call me and I will do what I can to help".

After discharge I did have a few questions and a few problems. I remembered Nicci's words and reached for that card. I figured what could it hurt, most likely she wouldn't be available and I would have to call the doctor's office but I would try Nicci first. I was so surprised when she answered her phone and even more surprised when she was willing and able to answer my rather simple question. She then reminded me that I could call again if I had more questions or problems. I asked "what about this bandage? I have to remove it in a few days and I'm afraid". She said it was a snap and I could call and she would talk me through it, no worries. I did, it took less than 2 minutes and I was so grateful.

She is this person who was available on the other end of a phone who could answer a simple question or when something was bigger, told me I needed to go see my doctor about it. Nicci clearly loves what she's doing and it comes through so well. She goes that little extra step to make a difficult situation just a little better for people who are in serious pain and who are frightened. The surgeons are busy and hard to reach for simple questions like how to remove a bandage. Having someone like Nicci was simply amazing. I felt like this big huge medical system offered me a small town helper and it was incredible.

Nicci George is a true asset to the process by which the joint replacement team works in my opinion. When I was in the hospital she gave me a t-shirt with the hospital name and joint replacement written on it. When she handed it to me she laughed and said, "Now you can say been there, done that, got the t-shirt!" I have worn that navy blue t-shirt quite a few times over the past 10 weeks and each time I put it on I think of Nicci George and her bright happy smile and her words of encouragement about how it will all get better and one day the pain and the struggle will all be behind me.

Now I am walking without pain and feel strong and pleased that I have my new knee, compliments to Dr. W and his team and all of the great staff at Henry Ford West Bloomfield Hospital and I am very proud to have been there, done that and gotten that t-shirt. Every single nurse who brought me water, fluffed a pillow, gave me pain pills, or did anything at all to help me while I was there made a difference and I appreciate every single one of them. I wish I had written down each of their names so I could give them compliments too. Even the nurse aids that helped me shower and the PT who made me walk, I didn't want to do it but I'm glad she made me do it. Everyone was fantastic. Nicci George though is my hero for today. Please let her know that she made a difference in my life for all time and I appreciate all that she did to help me in this slice of time out of my 61st year.