My husband, V, had a heart attack and was Jacqueline Bird, his nurse, for two days during and following his angiogram where a stent was put in. All of the nurses we encountered from Billings Clinic Columbus during his stay in Billings were caring and professional, but Jacqueline was stellar. 

We had at least four visitors in the room while waiting for the angiogram, and Jacqueline worked around us with ease and confidence while positively and empathetically interacting with us. There were difficulties during the angiogram, resulting in V having access wounds in his wrist as well as right and left femoral arteries. After a few hours, V developed swelling, a hematoma, in the left groin, which, apparently, can become quite serious. As soon as Jacqueline saw it, she sprang into action. She seemed immediately concerned but not panicked. Jacqueline told us that she was about to become his least favorite nurse as she immediately had to manually push on the swelling with all her weight, but she explained that to avoid complications, she had to do this right now. She started pushing on the swelling while and texting the doctor with the other hand at the same time she was talking to us and keeping us and V calm. She manually manipulated the swelling for about a half hour while he was prepared to go for a scan. 

Luckily, V had no bleeding or pain in his back, but he did end up staying another night. We did have a difficult interaction and Jacqueline calmed and reassured us by telling us that she would report the incident to management and that this kind of engagement was not supported.

This reassurance made all the difference to us. By the end of the second day, Jacqueline felt like family. She continued to explain, answer questions, and managed every detail of V's care flawlessly. We actually looked forward to her coming in the room, she was like a breath of fresh air, and we had complete trust in her and in the hospital. This heart attack in our family patriarch was a terrible incident which struck our family with shock and disbelief. If it wasn't for Jacqueline's quick action, attention to detail, kindness, and down to earth approach with us, we may have left the hospital questioning the care he received due to the complications but instead, we feel blessed that we had Jacqueline and we would recommend the hospital without question. 

Please ensure that she receives the recognition that she deserves for being professional, representing the hospital and most of all for building a real, authentic connection with our family.