Paula demonstrates SSM's values on a daily basis with a difficult patient population. A patient on 1st floor was very ill and had become quite agitated because she wanted a cigarette and to leave AMA. The patient's physician was trying to arrange transfer to another facility to care for her complicated medical condition. I called Paula to assist us as the patient was escalating and becoming somewhat aggressive. When I called her unit, Paula immediately came down to help. From the moment she came in the room, she began her work. She spoke to the patient in a calm voice and explained her care to her. She had previously cared for this patient, and it was evident that the patient respected Paula and felt cared for in her presence. I continued to assist with the patient's medications while Paula sat on the couch next to the patient and talked with her as if they were old friends. She asked the patient questions about her children, her family, and her current medical condition and showed a genuine interest in the patient's concerns. Paula was so calm and reassuring to the patient and it was as if there was no other place she needed to be. The patient gradually became more relaxed in Paula's presence and decided to continue with her medical treatment rather than leave AMA. Paula stayed with the patient until she was transferred to another facility and facilitated a smooth transition of care to EMS. This is not the first time that I have seen Paula diffuse a tense situation with her calm demeanor and exceptional skills. She's one of the unsung heroes of our facility.