My Mom was admitted with end-stage heart and renal failure. I was overwhelmed and not handling the news very well, I also had a lot of questions. Joy was having a bad day, too; she had another patient who was very sick. Joy was overworked and stressed but still took the time to smile and help me with my feelings and questions. She actually hugged me.
Joy also treated my Mom with gentle care, my Mom trusted her; Joy was able to get her up to the chair which many others would not even try. My Mom did not complain which is unusual for her because she is always very scared. Joy made my Mom smile, which is not easy to do when you know you are very sick.