Nicole had the daunting task of greeting the mother, aunt, and sister of C and myself in the main lobby to inform us that she would bring us to the ICU, where C was transferred following a serious MVA.
Nicole brought us to a private consultation room, which became the family's "home-base" for the next two days. Once situated, Nicole informed us that C's status was critical and he had sustained a TBI, three broken ribs, a punctured lung, and leg fracture. She went into a little more detail about his condition, treatment plan, etc. It was in the moments that followed that made a lasting impression.
At that moment, nothing was in C's mother's control; however, Nicole managed to give her some sense of having control. As preparations were made to bring the family into C's room, Nicole spoke directly to his mother and only to her. Nicole told her that she could provide a list of the people who are allowed to see C and that she is always the priority. Nicole would take her direction only from her and that she was the one who was in control. This small aspect of having control over something gave a sense of empowerment in a situation where she was truly powerless over a senseless and tragic situation. For me, observing this made all the difference.
Nicole was also an extraordinary support to C's mother and the family when they entered C's room and continued to make herself available, even after her shift ended.
Nicole's warmth and compassion made an unbearable situation a little less. I suppose one would say this was her role, her job; however, there is more to Nicole than just doing what is expected in her role or job. We are surrounded by wonderful people on the Norwalk campus and it is the exceptional ones, such as Nicole, who make me even more proud to say that I work at Norwalk Hospital.