The daughter of a member was so excited to share her experience with me about Kathryn. The member stated, "God bless you, Kathryn. I just want to compliment her, she is amazing, she is so nice. I have been with Kaiser for years. Kathryn needs 5000 gold stars so kind and patient and knowledgeable, for people to learn from I can't say enough."

The member wanted Kathyrn to be an employee of the month, and she stated, "I want her to be acknowledged; we (her family member that she was caring for) had an appointment that was canceled. My dad has an issue with swelling." The family was connected (transferred) to learn that Kathryn got a new appointment for the member; she apologized for the inconvenience to the member and the family. Member lastly stated, "It's not a job. It's her passion. She is in the right position. Wow! Must be true; I've learned that people will forget what you said, people will forget what you did, but will NEVER forget how you made them feel." (Maya Angelou).

Other comments made by the family were that she was very frustrated and stressed or anxious about her loved one's care, but Kathryn's tone was very "calming," and my stress level decreased from their interaction. Wow, again, great job. I was so happy, I love hearing how you turned this into a win for the family. Thank you.