My baby boy was recently discharged from the NICU at Madison Memorial. He stayed in the NICU since he was delivered via c-section. My husband and I spent every day with T in the NICU.

I am writing to you because I wanted to make sure that our praise for your team is heard at the highest level within Madison Memorial. Not only was T admitted to the NICU—something which was very scary—but as two dads from the UK having a baby in Rexburg we were anxious about this and how we might be treated or perceived. But how wrong we were to have any concern whatsoever. From the moment our gestational surrogate was admitted to the moment we were discharged with T, your colleagues have been universally and unfailingly kind, compassionate, caring, inclusive and empathetic.

When T was delivered, he was passed straight through the window in the OR to the NICU team. I remember being unable to see or hear very much as I was standing in the OR, trying to peak through the window to the NICU. All I could see was Sariah and Christine working on T; their calm demeanor, and occasional smiles, reassured me that T was going to be okay. Once C and I joined T in the NICU, they took the time to explain what was happening, and how T was doing. My distress and fear gave way to hope and calm.

The compassion and kindness of all NICU staff is something we will never forget. Whilst we were delighted to go home with T, we were genuinely sad to say goodbye to your colleagues. They treated us with nothing but unconditional kindness and compassion; they were inclusive towards us and made us feel welcome at all times; they listened to our concerns and answered our questions; they were so gentle and loving with T.

A short time in NICU, surrounded by your team, genuinely restores your faith in humanity. I hesitate to name anyone for fear of forgetting names, but I must mention Kelsie, Sariah, Rachel, Jess, Christine, Kaitlyn, Stephanie, Jen, Lyndsee, Becca, Jana, Brenna, Dawn - I apologize for misremembering or misspelling any names. I know I have forgotten one nurse’s name in particular and I have searched the internet far and wide to find her - I even know her husband is a corporate law attorney, like me, and I remember vividly walking in one day to NICU and seeing her cuddling T, the sight of which melted my heart. I am sorry to her for not remembering her name. All of your team will have a special place in our hearts. C and I will be eternally grateful to all of them for everything they did for T and also for us.

As an aside, we also would like to thank other staff whom we met and who treated us so well. On Mother and Baby, we were welcomed and given a room in which to rest. All of the ladies in this unit would always ask after T. Karen gave us her cell number to call in case we had any questions after discharge - after two hours at “home” we called Karen with a question! This was such a nice gesture, and it really meant so much to us. We are very far from our true home in the UK, and being in an unfamiliar place, knowing that we had someone to call and ask questions of, meant so much to us. I’m pleased to say that Karen answered our question and immediately put our minds at ease.

Lastly, I would like to mention Lane in Medical Records and a young lady with brown hair who works in your on-site restaurant. Lane went the extra mile to help us with our paternity affidavit; he really helped me navigate a complex process, just when, after a night of no sleep, I really needed it. Your staff member in the restaurant was always so polite and kind, and when she found out we were here for our baby, she was so friendly and warm and would always ask after him.

I am sure I have forgotten to name someone, but the faces of Madison are imprinted firmly in my memory. We had a truly wonderful experience at Madison and I am sure you must be very proud of your team. I look forward to telling T just how loved he was by the staff at Madison NICU. If he grows up to have just a fraction of the compassion, kindness, and empathy of those whom we met during our two-week NICU stay, I will be a very happy and proud father.