My 89 year old aunt fell and fractured her right femur in multiple places. She had to wait several days to have surgery that was cancelled once. My aunt is very sensitive and runs her life in a very structured, routine way. When she heard her surgery was cancelled that day, she became very depressed and started sobbing. Charlotte, her lead nurse, held her hand for over 10 minutes and calmed her down by talking to her gently and reassuring her. She gave her hope, and told her not to despair, that she would have the surgery and that everything would be alright. My aunt eventually relaxed and fell asleep. Charlotte was always smiling, calm and caring to her and I will never forget her tenderness and compassion and sensitivity.