Her quick appraisal and problem solving turned a potentially bad situation into a positive one

My husband has had multiple outpatient surgeries over the past year, so I have had numerous opportunities to see the surgery family waiting room staff in action. On any given day, the staff is busy checking in patients, fielding questions from family members, and providing directions to visitors. This past week, however, one staff member (I believe her name was Emily) went above and beyond to take care of a visitor in need of immediate medical attention. A gentleman approached the desk asking for directions. His physician had referred him to the emergency department (ED), but he had gotten lost in the hospital. During the conversation, Emily recognized the patient was not well, and would not be able to get to the ED on his own. She had the gentleman sit down, called the department to let them know she was bringing him down, went to get a wheelchair, and then personally took him to the ED. Her quick appraisal and problem solving turned a potentially bad situation into a positive one for the patient and left a lasting impression on the visitors who witnessed it.