My grandpa was transferred to La Crosse from another ICU care facility. Due to the need for ICU, and limited bed availability in the area, he was hospitalized further from my mom than the usual short drive. Rachel was the first nurse he had, admitting, and caring for him overnight; she was his nurse again the next night. She patiently explained things to us in a way my grandpa and mom could understand.

When my mom and I were leaving for the night, Rachel walked us out and explained that she would call if there were any big changes in his condition or plan of care, but "no news is good news." She sensed my mom's anxiety and reassured her that if she was up in the middle of the night thinking/worrying about Grandpa, she could call anytime to check in on her. Such a simple statement gave my mom the peace of mind to get one of the best nights of sleep in months, knowing he was in great hands.

Everything was status quo the next day, and Grandpa had a great day showing steady improvement. Early in the morning hours on his second day in the hospital, my mom got a call from Rachel that Grandpa had taken a turn for the worse and was requiring significantly more respiratory support and maybe we should come down. She took the time to recognize my mom's fear and made sure to remind her he was in good hands and to drive safely. Rachel again took the time when we got there, to explain little by little what had happened and what was to come, in terms my mom could understand. She shared how in awe the staff was of my grandpa, being elderly of sound mind, and fairly healthy. She gave the next nurse a warm bedside handoff, making us feel like nothing was being missed, and the care was seamless. Rachel not only demonstrated clinical skills, but compassionate care. A simple hug meant the world to my mom at that moment. We cannot thank Rachel enough for her compassionate care for our family!