On a Friday evening, Maija was the oncoming nurse in the emergency room when a caregiver presented with troubling symptoms. Although a caregiver herself, the patient was in tears, shaking, and fearful. Maija recognized this and stayed by her side, evaluating her and reassuring her. Her presence and calmness helped to calm the patient who subsequently had a decrease in pain. "I had never experienced anything like this and I was so very lucky to have Maija... As employees, we don't always know how it feels to be a patient, especially a very frightened one." The caring and concern that Maija showed were what the patient "needed and it meant so much..."