When we first arrived at the ED because the pain in my husband's stomach had not eased in 4 days, we were frightened and anxious. When he was admitted we met Carolyn and quickly knew we were in good and capable hands.
Carolyn introduced herself and we found out we were from the same area of the county. She made us feel like we were her "guest" and explained everything she was doing so clearly for us. When the doctor would come in, she would help us understand what he was saying. This relieved our minds and we were able to just get comfortable and focus on healing.
It turns out, a very serious disease process (kidney infection and failure) had my husband in a lot of pain and uncertainty. Carolyn made sure his pain meds were administered timely. She always greeted us with a smile and called us by name. Even though I know she was very busy because of staffing issues, every time he called her she came quickly. As a matter of fact, she told my husband to call her direct line, so she would know immediately and not have to wait until someone gave her the message. This made us feel like VIPs indeed.