Security was called upstairs to assist with a patient who was escalating. Lorraine promptly took control of the situation. She called for assistance and gathered her staff, then limited the patient’s access to a specified area for her safety and the safety of the other patients on the floor. She then escorted the patient’s visiting family member to the family lounge.

Lorraine showed empathy by speaking calmly to the patient, who continued yelling and using profanity towards those around her. Lorraine continued to engage in conversation with the patient, asking how she could help. The patient verbally refused help and did not want anything, including to be touched. Lorraine advised everyone to stand by while the patient was allowed the space to calm down. Lorraine again asked the patient to step to the other side of the unit so she could assist her, but the patient refused and continued to escalate. Lorraine used this opportunity to take the patient’s left arm while another team member gently took the right arm, and they guided the patient to the other side of the unit. I think Lorraine showed great patience and professionalism in this difficult situation. She exemplifies the DAISY Award as well as CHKD's values.