The three nurse leaders that I interacted with in PCU during the weeks that my father was a patient there all exhibited a strong sense of confidence and professionalism. However, one in particular stands out to me. Drew was the first nurse that I encountered when I arrived at the hospital after my father was admitted. He explained that the assigned nurse was busy but rather than have me wait, he wanted to update me on my father's condition and then asked questions to make sure he understood his situation. That indicated to me that he had reviewed my father's chart and previous hospital history prior to our conversation. His confidence and attentiveness immediately put me at ease, knowing my father, who has dementia and can’t express what he needs adequately, was understood and cared for appropriately.

At the time, my father's roommate was chatty and friendly, and he and my father interacted pleasantly; however, within a day or two, it became apparent that his mental state was deteriorating to the point that he was getting out of bed with no clothes on, spraying water on the floor and talking and laughing inappropriately. It was obvious his behavior was making the staff that interacted with him uncomfortable, and several times, Drew came down to try to manage the situation by getting the patient to cooperate. I had been quietly visiting with the curtains drawn around us during this time, and at one point, Drew came to my father’s bed to ask how we were doing. When I responded, I was a little scared. He replied immediately that the situation was unacceptable for us to have to deal with and it would take a bit of time, but he would get the patient moved out, and the situation was resolved quickly!

In both cases, I felt that Drew went out of his way to make sure I received the best service from him that I could, and in both cases, it was offered without me demanding it. I understand that all of the staff are busy, and I appreciated how he had the initiative to make sure that we were well cared for.