My father was discharged home with an indwelling catheter. Unfortunately, once we got home, we realized his discharge paperwork didn't have any of the catheter care instructions. I called the PACU and was lucky enough to get Nicole on the phone. She wasn't his nurse while he was on the unit, and she could have easily and reasonably told us to call the discharging provider's office, but instead, she took the time to troubleshoot with me. She not only pulled up the discharge paperwork but printed it out, so we were looking at it in the same format. She reviewed everything with me and then offered to give in-depth catheter care education to me and my family.
 
Nicole didn't have to do any of that, but she took the time and made the effort to ensure we had the information we needed and felt comfortable and confident with our discharging instructions.
 
It was a small, short interaction, but it made a world of difference for me and our family. We are very grateful for the nursing care at Banner, exemplified by Nicole's kindness and competence in a stressful moment for us.