My father was a patient at HFM after a fall at home. The plan was for his discharge the next day. He was becoming very restless and agitated that evening, but my brother and I were unable to figure out why, after all, he was being discharged the next day. I don't remember exactly why Jackie came in or how the conversation started. My dad told Jackie he was nervous about tomorrow as he didn't know how things work - where he would be going, who sets things up, how will things be paid among other things. Jackie sat down and talked with my father. In her answers, she weaved in personal experiences with similar situations in her family. She was very patient listening to him often having to repeat answers a number of times for him (sometimes hearing-related other times because he didn't understand). He explained that he did not want to go to one of the local facilities as that was where his wife passed, and he felt it would trigger a lot of emotions. She expressed compassion as she talked with my dad. I was blown away by how she handled my dad's questions and how much time she spent answering them. By the end of the conversation, I could tell my dad was no longer agitated and restless.