My 12-year old daughter was in the ED for a day undergoing testing and diagnosis for what eventually turned out to be appendicitis, requiring surgery. Diana really stood out for the personal approach she took in making an emotional connection with my daughter, giving her accurate information directly while still providing comfort and reassurance. She took the time to discuss my daughter's interests and hobbies which had a massive impact on reducing the stress and anxiety that she was experiencing.
I could tell that she was managing a significant and stressful workload, outside of our own situation, but it didn't affect the time or attention that she dedicated to making a personal connection. They talked about shared genuine interest in art, movies, web comics, sports, while also helping my daughter understand exactly what was going on, what to expect, and allaying her numerous worries.
When my daughter was discharged and returned home, she was very emotional for many reasons, but she was also extremely sad that she was missing Diana and didn't get to continue their discussions. Diana really took patient care to another level. Thank you!