Olivia always knocked before entering my room and did so smiling and addressing me by name. She was very professional. Her attentiveness and willingness to just sit and listen when I needed to vent made all the difference. You don't know how much I appreciated her kindness and compassion. She never made me feel she was too busy or too important to do things like changing my sheets or emptying my trash, or anything else I asked of her. In other words, she never 'passed the buck!'