Dear Mr. Shaw:  I am the Medical Director of VNA Hospice Care of Boston, and in that role I needed to contact one of our nurses regarding a patient last night.  I am accustomed to answering services, and as busy as everyone is, there is rarely enough time to demonstrate warmth and care when receiving a call - and I understand.

Susie, on the other hand, not knowing my position within the organization, was extraordinarily warm, cordial, and kind. I immediately pictured one of our patients (who all have terminal illness), or the families and caregivers who love them, calling in to ask for help in a crisis, and being greeted with tenderness and care as they seek help.  How glad they would be to have their first outreach be received with such grace and warmth.

I let her know who I was (not that I am any more important than any other member of our Team, but I do direct all the medical care our patients receive and have a supervisory role in working with our nurses - which makes me particularly aware of how our system is working at every level when we are truly needed).

Please let Susie know that she is a strong credit to the service you provide, and that her care is helping to soothe a frightened, distraught family, and also help our team to care for them.

I will let my C.E.O., Ms. Diane Bergeron, also know of your very successful work on our behalf and also on behalf of the patients and families we serve.

Thank you, and congratulations to Susie for a job well done - for providing a simple act of kindness and tenderness that may mean the world to someone she has never met.

Yours very truly,

James L. Baker, M.D., M.P.H.

Medical Director

VNA Hospice Care of Boston