My father recently had a stroke and is fatigued and depressed by the many nurses, doctors, and healthcare workers he encounters on a daily basis. Not all of them take time to talk to him and, often times, conversations are held about him without including him at all, even though he is conscious and aware. He’s uncomfortable due to his medical needs and not in the best mood because he’s sick of being in the hospital and his newly limited independence.

Today, in comes Nicole. She is friendly, engaging, and takes time to talk TO my dad rather than ABOUT him. My dad hasn’t been super responsive or consistently compliant, but Nicole doesn’t take it personally. She remains cheerful and patient-focused. She explains what she is doing and why she has to do it, and she doesn’t rush. I know that healthcare workers are overworked and tired, and I’m sure it is easy to become fatigued and forget that the patient is a whole person who had an identity before whatever happened that led to them being in the hospital. Nicole has been one of the few nurses we’ve encountered who has taken the time to ask about my dad and what he was like before his stroke. It is clear that she is patient-centered in her work, through and through.

Nicole encourages collaboration, information sharing and respect by taking the time to talk with me to explain what is being done to my dad, and the medications given. I asked a question about what antibiotic my dad was receiving, and Nicole took the time to explain each medication as she was giving it and what its purpose is. She asked me about myself and treated me as an equal, and didn’t make me feel like I was bothering her or making her late for her other responsibilities by trying to better understand my dad’s care. I know how busy and stressful it can be to be a healthcare worker, especially in the ICU, but Nicole makes it clear that my dad and his needs are a priority.

I’ve seen Nicole demonstrate all of Essentia Health’s core values throughout her shift today, but the values of joy, quality, teamwork, and hospitality really shine through in her work. Nicole is friendly with her coworkers and expresses gratitude for their help, and I’ve heard her specifically compliment her peers on things they are doing, even as simple as someone helping her with a reposition of my dad in the hospital bed.

Nicole is cheerful and lights up the room when she comes in, even if she has to do the dreaded suctioning that my dad despises. It is clear that Nicole enjoys her work and finds joy in interacting with patients, colleagues, and the loved ones of patients. Nicole does not rush through her work, and when I request that something be done for my dad, she does not make me feel bad for requesting it. She completes the task with precision and care and asks each time before she leaves the room if we need anything. When I’ve asked something that she doesn’t know the answer to, she provides a route for an answer—“I’ll put that in his chart so that his neurologist can address that with you”, or “I’ll call that team to make sure they know to come talk to you”.

Nicole has been persistent when we need something and follows up to make sure that our needs are addressed. She has provided excellent care to my father today and her presence has been a welcome breath of fresh air.