A woman had been admitted with pneumonia and she was very confused. The patient's daughter stated that she believes her mother is in the beginning stages of dementia. She seems to have frequent confusion and moments of forgetfulness. While driving her mother to the ED her mom stated that she did not want to and would not be staying overnight in the hospital. After her diagnosis of pneumonia in the ED, she was admitted to the hospital after all. The daughter stated that with her mother's already fragile state, and learning she was going to be admitted, caused her to become even more frustrated. After her mother was moved to a room on the floor and settled, the daughter left to go home. She said sometime later, well into the night/early morning her mother called and told her a woman had broken into her home and would not leave, she asked her if she could come and get this woman out of her house. In reality, the nurse had come in to give the patient her medication. The daughter tried to no avail to explain to her mother that she was in the hospital and not home. After speaking with her mother and the nurse, the patient was beginning to become more frantic. The patient's daughter got out of bed and rushed over to the hospital. Once she checked on her mom and let her know she was here, she then went to the nurse's station to speak with her mother's nurse. She was explaining to the nurses that since seeing her triggered the episode she would not be able to enter the room or get close to her without her becoming frantic. While talking to the nurse, Amy overheard and asked the daughter if she could go down and see the patient. Amy went in and sat on the patient's bed, took her hand and began to talk to her in a soothing and comforting way. She explained to the patient that no one wants to be in the hospital but, if she would be willing to give her a try - she promised to take care of her and help her feel better.
The daughter said that meant a lot to her, that she would come down and sit with her mother and talk to her, to help her calm and reassure her that she was in good hands. In the end, the staff worked together so that Amy was able to be moved to take care of the patient the remainder of the shift. Amy went above and beyond to demonstrate compassionate care during a difficult time. She stepped in and took over making this patient her priority, her kind and gentle approach won over the patient and she fell in love with Amy.