Our 20-year-old daughter, a student at a local college, was recently hit by a car as she crossed a busy street on a bicycle. She suffered fractures to the neck and pelvis, as well as head injuries. The overall care and support in the Trauma Unit was terrific, but Donna deserves special praise for her skills in handling my daughter's physical and emotional needs in the aftermath of a life-threatening accident. She established an easy rapport with my daughter, who was not an easy patient for the staff due to her irritability and anxiety. Our daughter does not easily trust people in authority. This was especially so in a situation where she felt a loss of control over her life. Donna exhibited tremendous patience, good humor, and practical parental wisdom. It was a great comfort to her parents to see their daughter listening carefully to Donna's advice and guidance.

On the day before our daughter's discharge, Donna spoke with her about the possibility of transferring to the rehabilitation hospital. At the outset, our daughter rejected this option because she feared going to another strange facility. Donna communicated very skillfully and tactfully the potential benefits for her, if she were to receive high quality therapies in this setting. Our daughter listened to her and opened her mind to this option. Later in the day, she spoke with the rehabilitation hospital liaison and was able to express her commitment to the program as a condition for admission. Donna had succeeded in communicating with her in a delicate situation where many other staff might have failed to reach her.

Donna represents the finest compassionate "face" of a complex organization like Mission Hospital. She was unfailingly polite, professional, good humored, and sensitive to the patient as a whole person. No matter how busy she might be, Donna managed to convey each and every time she walked into the room that our daughter had her full attention and care. We are extremely grateful to Donna. She is a gem.