Jackie went way above and beyond with the care for our son. She is very attentive, diligent, skilled, all those things that make a good nurse, but what makes her a great nurse was her attention to us, the parents. She helped us feel more confidant and comfortable with our son in a time of uncertainty by coaching us and encouraging us on how to be active in his care while in the NICU. She put us at ease when we were uncertain and explained when we didn't understand parts of his treatment and translated vocabulary we are simply not used to.

In times of crisis, it is very important to have some familiarity; Jackie provided us with friendship and care above her professional obligation. On days she was not assigned to our son she still came to our bedside to check-in and just simply say hello. We, not being from the area, were not only out of our zone of familiarity because we landed in the NICU, but also because we landed in an area we knew nothing about. Again, Jackie went above and beyond! She on multiple occasions had recommendations for places to eat, places to shop, places to find the things we needed to survive this whole ordeal.

When we had to go to a Kaiser facility for our own care she was able to point us in the direction of the best facility to visit for our convenience, which was not necessarily the closest. All in all Jackie Jones didn't just provide us with clinical care, she provided us with human care. She did her part to save our son's life, but she also did so much more to help a family through a difficult, unexpected, and overwhelming time.