Kendall Brown, in giving excellent, compassionate care, found the patient's dentures far down in the back of her throat during routine mouth care. This condition had caused increased pain and terminal secretions and hypoxia, and had been ongoing problem from the day of admission or before. Kendall brought the phone call from patient's grandson to the patient at bedside and allowed him to express his love, and she gave the patient and family compassionate emotional support.

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A patient had been hospitalized for several days with a poor prognosis. Kendall, while doing oral care, sensed something was wrong. Having a questioning attitude, she assessed the patient closely and found the patient's dentures lodged in upper airway. The patient immediately improved. Kendall was completely honest with the patient's family about what happened.