A sweet grandmother called St. Joseph’s Hospital and, in a soft, trembling voice, asked, “Is it possible to speak to someone who can tell me how a patient is doing?” The operator replied warmly, “Of course, dear. What’s the name and room number of the patient?” The grandmother hesitated slightly before saying, “Norma Findlay, Room 302.” “Let me check with the nurse’s station for that room. Please hold on for a moment,” the operator said.

After a few minutes, the operator returned to the line. “Good news! The nurse told me that Norma is doing well. Her blood pressure is great, her blood work is normal, and Dr. Cohen has scheduled her to be discharged tomorrow.”