My mother was a patient in your hospital. During her stay she, unfortunately, had a difficult period whereby our family was informed that she was uncommunicative, combative, agitated, suffering from insomnia, not eating or drinking, incontinent, and refusing her medication. Naturally learning this news came as a complete shock as we knew the condition she was in when she entered the hospital. Her physical and mental health had seriously declined. During her stay, it was determined that she had become dehydrated and would require moving floors in order to receive intravenous fluids. Once the treatment was complete she was transferred back to the original floor she had been admitted to. The very day she returned, I received an update from the nurse that she was confused, agitated, and unable to be redirected. It was incredibly upsetting to hear that she was once again not eating and refusing to take her prescribed medication. An entire week went by with her seemingly behaving in the same manner and no one being able to offer any diagnosis or treatment plan. One month to the day of her being admitted, our family received a call from a physician advising us that we had 2 options concerning her care. 1. Consent to a surgery to insert a feeding tube. 2. Consent to hospice care. Without question, this phone call was completely gut-wrenching and painful to hear. We were left feeling confused and frightened about making either decision, but mostly because we believed that she was not herself and could perhaps be "rejuvenated", not willing to entertain either of them. During my mother's hospitalization, I have had the opportunity of speaking with many nurses, a social worker, a clinical house supervisor, a patient advocate, a nurse manager, a nurse practitioner, and a doctor. I realize that there have been numerous people associated with her care. To all those individuals, I would like to express my appreciation and offer you my respect. Thank you for your help the times that I called asking for an update or the chance to have my mom hear my voice. I know your jobs are time-consuming and at times quite difficult. 
I called the nurse's station and asked to be connected with my Mom's nurse. I was upset. I was feeling sick to my stomach about the options presented by the Dr earlier that day. Her nurse that evening was William. Lucky for me he was patient and willing to listen as I emotionally conveyed my despair and urgency. I will never be able to properly express how his approach and manner were immediately positive as well as comforting. He was able to offer a suggestion for something that might be helpful and indicated he would be willing to contact Mom's Dr. for consultation. At that moment, my desperation began to fade and was replaced with hope. William answered all of my questions to the best of his ability. He was very articulate and knowledgeable. I am so grateful for him on that particular day and feel such gratitude for his involvement. I feel it is crucial that we as a family express our appreciation and that he receives the recognition he deserves. We will forever remember how much he helped during a very traumatic time. 
The professionalism, the manner in which he spoke, and the offering of beneficial suggestions have not gone unnoticed. I hope so very much that he will in some way receive recognition from his peers and perhaps a superior. He is an asset to the Healthcare team and is deserving of so much when it comes to doing his job well. I sincerely hope that you will appropriately consider this case matter and convey to them how valued they both are by our family. William is an exemplary human being and has displayed unique understanding, compassion, and dedication.