An impossible task

I have to let you know about a wonderful experience I had at your hospital last Friday. We had a mutual patient discharging from the Hospital who needed O2 to get home. Because it was a few hours away, close to 5pm and with nasty weather, Rotech decided he needed three of the large E tanks to cover all possible contingencies he may encounter. I was in a hurry and did not effectively plan getting his tanks to his room on the 8th floor. I initially assumed I could use three separate tank carts but about 20 feet into the tunnel that connects the parking garage to the hospital lobby the carts were wandering in every direction except forward. At that point I was committed because I could not leave equipment unattended, so I tried to awkwardly keep moving forward.

It was at this point your Marvelous employee Monica Coles passed me. Obviously she saw how I was struggling. Not saying a word to me, she retrieved a wheeled device that was at the head of the tunnel and caught up with me and suggested I use the chair to transport my equipment.

I can not tell you how many times I have been delivering equipment to Carilion patients and got lost or struggled with equipment and had to figure it out myself. Trust me, it's very common.

That's why I think it's especially important you know you have an employee who doesn't just care or ask, she stepped up and provided me, a complete stranger to her, a convenient and safe solution so I could complete my task. This in turn helped our patient to discharge sooner. I was so touched by Mrs. Coles behavior I had to let you know what a kind and caring person you have in your department. 

Thank you, Monica; your small act of kindness made my day much better!