Karen was very pleasant to my father and me as we visited our newborn in NICU. I was visiting dad and my brothers in Atlanta when we received the call that my sister was in pre-term labor. Karen carefully explained everything that she and the rest of the staff were doing for the baby's care. She reassured me about a preemie's extraordinary flexibility as I was concerned about her contorted wrist positions. I observed Karen checking many things about the baby. She was knowledgeable, efficient and very experienced, yet relaxed and unhurried in her manner. She could have tended to the baby and ignored Dad and me, but she took time to involve us and put us at ease. I knew this baby was receiving the best care available!