Last week, I witnessed extraordinary acts of kindness displayed by our SHRH East 5 Nursing Staff. They came together to provide an outpouring of love, support, empathy, and compassion to a patient. The Guest Services team was made aware of the tragic loss of a patient’s fourteen-year-old grandson that occurred during her hospital stay by the East 5 Nurse Manager. She reached out to us seeking Chaplain services for the patient, as she felt this would be fitting at that time. After learning of the tragedy, I went in as Patient Advocate to conduct customer service rounds on the patient. She immediately informed me that while this has been a heartbreaking time for her, our staff has been right by her side. Although tearful, a beautiful smile broke through as she motioned to the lovely flowers and card staff presented to her as soon as they were made aware of what occurred. She was shocked at how quickly the night shift staff in particular came together for her, as it was late in the evening when they learned of the event. She was extremely complimentary of the support services (Chaplaincy), staff’s compassionate nature towards her, and ultimately how they rallied around her like family during one of her life’s most vulnerable times. This is only one of the countless instances where I have witnessed East 5 go above and beyond to ensure not only the needs of their patients are met, but also that each and every individual they serve is treated like family. It is an honor to be a customer service partner to East 5 and to know that the entire staff personifies what it is to BE the Sentara commitments.