Compassion for Confused Patient

Abigail Robinson works for the Carilion Direct Practice Lines and answers calls for our specialty providers. Today an elderly patient called in that suffers with memory problems and was trying to check on a consult appointment.  She was so confused and began to cry during the conversation stating she didn't know what she was doing.  Abigail pulled the patient's chart, found the referral and was able to leave a message on behalf of the patient. Above that, Abigail demonstrated compassion for the patient, and encouraged her and shared comforting words with her. Before the call was over, Abigail was able to calm the patient down and reassured her that she would be taken care of. Thank you Abigail, for expressing true compassion, empathy and all around kindness to this patient in need.