Even though Caroline was busy with a patient discharge from the day shift, she took the time to assist the family member over the phone in getting a tube feeding started. The family member was very upset because she didn’t know how to meet the needs of her loved one, but Caroline reassured her that she would stay on the phone with her until the tube feeding had begun at the appropriate rate. Caroline did it calmly and compassionately in the spirit of excellence. She demonstrated respect to the family member in resolving this situation despite the fact she hadn’t been the patient’s nurse. Caroline pulled up the patient’s chart to be certain the care was appropriately administered. The family member was so grateful.