We have a patient who is blind and very hard of hearing. This has made it difficult to care for them at times. The patient would become frustrated and upset, then would act out. Peggy spent time with the patient to understand why they were feeling that way. She listened attentively and without judgment as the patient explained that they just wanted staff to communicate with them — to explain what was happening in the room, what was going to happen next, and when they were being touched or moved. They also wanted their meals set up in a way they could manage. Not being able to see or hear can be scary, especially when you don’t know what’s happening or coming next. Having some sense of independence is very important to the patient, and they expressed that to Peggy. She validated the patient’s feelings and showed empathy rather than sympathy. Peggy then shared this insight with the rest of the staff. She even stayed after her shift to create a sign to place at the patient’s bedside and in their chart, with tips and reminders for caring for them compassionately — such as remembering that the patient may not see or hear well and offering gentle reassurance. She truly exemplifies Providence’s Mission. Her compassion, patience, kindness, and commitment to her patients are phenomenal. She is always going above and beyond. This is only one example of her excellence. Since she began this work and the staff started implementing her suggestions, the patient’s mood and behavior have greatly improved. It was a heartfelt joy to witness. Sometimes, just taking the time to listen can make a big difference.