I took my husband to the ER for coughing up blood. The ER was busy and my husband's nurse was swamped. I am a healthcare professional, so I understand this. However, Rachel went over and beyond for us. She was pulled from ICU to help the ER. She came into the room just to start an IV, draw blood and move on to the next patient. When she realized how stressed and upset we were, she sat down with us and listened to our concerns. She ended up talking to the doctor, bringing us to x-ray and even getting us lunches because we had been in the ER all day with no food. She encouraged my husband to quit smoking and drinking in a positive, humorous way he related to. Would you believe he wants to quit now? I've never really had a "bad" experience at the VA, but I've never had an experience as good as with Rachel. I hope she knows how much she impacted us.