The patient arrived at the Emergency Department and was very anxious, scared, and stressed, and needed to spend the night in the Emergency Department. The patient’s nurse, Lisa Caudill, took the time to listen to her patient, providing emotional support while being empathetic and sympathetic. The patient described Lisa as “kind, patient, and simply made her feel heard.” This patient did not come into the Emergency Department with any shoes and was very worried that she would be discharged without any shoes. Lisa discovered she and her patient wore the same size shoes. Lisa had an extra pair of shoes in her car which she retrieved, and gave to her patient. The patient could not have been more grateful for this kind gesture.

The patient stated, “I’m walking out of here today with shoes and a new improved mindset.” Lisa went above and beyond for this patient and carried out the organization’s mission, vision, and values by improving this patient’s life through the extraordinary she provided. Lisa put this patient first by creating a caring environment for this patient, and she did the right thing by putting this patient at the center of everything she did. Lisa was bold and thought differently to make a meaningful positive experience for this patient.