It all started the minute that Paul came to the ED at 1100 that night to transport my husband to be admitted. R and I immediately felt comfortable with his calm and kind manner as he introduced himself to us. With Paul, my worries were immediately calmed as I could see he took such pride in his job. He was:

Caring: You could tell that Paul loves his job and loved his patients. He was so kind to me and to R the entire 2-night shifts he was his nurse. He made my husband feel so at ease and when my husband called for him, he was there immediately to address any concerns he had.

Competence: It was clearly evident to me and my husband that Paul was competent. Although I had never met Paul before, I could tell by everything he did that he was very competent, and I could leave him in safe hands. My husband told me that Paul checked on him several times during the shift and if he called him, he was there almost immediately. He was gentle and my husband felt safe because he knew that Paul knew exactly what he was doing.

Collaboration: When my husband called for Paul, he was there but if he could not be because he was in another patient’s room, he immediately sent in the CNA who attended to his needs. It was very clear that Paul was a real team player as he depended on his fellow team members, and they depended on him.

Communication: Paul was in constant touch with R and made him feel he was Paul’s only patient. We, who work in the hospital, know that was not the case but not once did R feel that he was being ignored or not being heard. He communicated everything that he was doing to R before he did the task. This made R feel safe.