I am honored to nominate Gail Trusty, LPN, for the DAISY Award in recognition of her unwavering compassion, empathy, and dedication to both patient care and the multidisciplinary team at Mayo Family Clinic Northeast. Recently, we faced a challenging situation involving an agitated and upset patient who arrived at the clinic without an appointment and expressed hostile intentions to the staff. Despite the heightened emotions and potential for disruption, Gail stepped in immediately with professionalism and calm. She guided the patient into an exam room, ensuring minimal disruption to clinic operations and providing a reassuring presence to both the patient and staff.

During the visit, Gail remained by the side of the patient and the provider, offering a familiar, calming influence while ensuring her own safety, knowing the escalating behavior. Her presence was instrumental in de-escalating the patient's behavior, ensuring the situation remained safe for all involved. Gail's ability to stay composed under pressure not only supported the patient but also provided an extra layer of security and comfort for the provider during this tense encounter.

After the visit, Gail continued her exceptional care by personally escorting the patient to the pharmacy, assisting with a prescription refill, and ensuring the patient left the clinic without further incident. Her actions were a clear demonstration of Mayo Clinic’s RICH TIES values, particularly her integrity, compassion, teamwork, and pursuit of excellence. In a moment of great uncertainty, Gail was a steady and reliable presence, helping the patient feel cared for and the clinic staff feel safer. Her exemplary performance during this difficult encounter reflects the highest standards of nursing and patient care.