Saturday afternoon we were greeted by the care team in the step-down unit; Shana in particular was friendly and made us feel cared for in our isolation room. Showed me how to use the breast pump, and spoke tenderly as she worked on Baby S. She shared her own pregnancy and childbirth stories and she spoke well of the team. She assured us that S was well taken care of. We didn't see her again before we were discharged on Sunday afternoon, but Shanna said, “I’ll be back Monday; hope I won’t see you then!”

So, we returned home on Sunday. On Monday we had a follow-up appointment with the pediatrician and another bilirubin test at 1:20 to go back to the hospital; this time we were in the NICU.

As we were getting situated and I had a hard time coping, Shana came in very sad that we had to come back. Shana asked about our experience and was very comforting. Seeing the crying experience, Shana prayed for us in the NICU room.

This was exceptional care in our view because it wasn’t her unit, but she saw us arrive and came over to us. She contributed to our adjustment to the NICU and familiar face and she knew S's history.

Thank you Shana. You have truly been a blessing!