I had a patient coming in for a swallow study. We were told mom refused everything. Kysha was the charge nurse. The patient needed labs and Kysha introduced herself and started talking to the mom. As the conversation continued, I realized that Kysha was trying to do service recovery for what happened before the mom came to our unit. She asked about what had happened in the ED and prior to hospital visits. She engaged in attentive listening, heard all mom had to say, and apologized for the way she had been treated.

Kysha explained the plan of care and course of treatment for cases like the patient's. She spent at least 20 minutes talking to the mom. Mom seemed less anxious and was more open to care. If my child was the patient, I would have felt so much at ease too. Kysha went above and beyond to make this mom feel at ease. She owned it, made it easy, loved the patient, and kept them safe. I have worked with Kysha for eight months and have seen her liked by the most difficult patient families. I saw firsthand why she is well-liked. I would entrust myself or my family in her care any day.