Rosally Swaim was the first face we saw when entering the Emergency Department feeling worried and uncertain about injuries suffered from a fall at home. She stepped in immediately to help us navigate a hospital unknown to us while being completely professional and all business. She was equally warm, welcoming, and extremely comforting as she guided us through the check in process. She stayed beyond her shift as we waited several hours for the diagnosis and transfer to the inpatient unit. She advised what to look for, what to ask about and what to expect as far as the surgery and other medical issues. We were very aware and appreciative that she was giving up personal time to tend to our family. She advocated on the patient’s behalf and explained certain needs to nurses. She also helped the patient to understand and relieve the uncertainty of what was going to happen next. She went far beyond mere professionalism by being thoughtful, kind, and loving throughout our experience and we would like to thank her in any way we can.