ICU had a complex patient with a poor prognosis and difficult decisions that lay ahead for him and his family concerning his road ahead. One evening, when Ashly had just come on shift, she could overhear a heated discussion at the bedside, and a respiratory therapist who had just entered the room was being bombarded with questions and accusations. Instead of shying away from this challenging situation, Ashly chose to respond and help. Ashly came into the room, grabbed a chair, and said, "Let me see if I can help." She then let the family speak freely, vent, and ask questions. She listened with empathy, and she validated all of their concerns. She wasn't able to answer all the questions, but she provided a place for all family members to write down questions for the provider and palliative care team, so everyone felt heard. She was the key to giving them what they actually needed: to be listened to.

Ashly's actions not only completely turned around the conversation temperature for that evening but also created a space for this family to have open communication with our team and, more importantly, amongst themselves. The next morning, the family made peaceful decisions and allowed our team to help this patient receive quality, comfortable care. They praised Ashly for being the change agent they needed in such a difficult situation and asked ICU nurse leaders to assign Ashly again the next night to be there during his final hours. I believe that without Ashly's influence and decision to use her ability to provide empathy and compassion during conflict, this family may not have had such a positive experience with their family member's final hours and memories of this experience at Intermountain/McKay-Dee Hospital.