My mother came to CHN looking for an alternative provider and second opinion for her women’s health needs. She had already been through so much trying to obtain referrals and information from a prior provider. Esmerelda called my mom personally, and in mom fashion, she shared the whole story. Esmerelda listened with compassion and empathized with what my mom went through. She reassured her that she would follow her through the process at CHN and get in contact with the new referral location. Then gave my mom her number to reach out if she had any questions. She ended the conversation by telling my mom that she understood her struggles with the prior agency and reassured her that this new referral was good at what they did. She did all this even before knowing that this was my mom. I spoke with her at the end of the conversation and thanked her for hearing my mom out, finding a solution, and reassuring her that everything would be okay. Since then, my mom has probably called Esmeralda several times, from confirming her appointments to requesting records. Esmeralda has always displayed patience from the times I have listened in and also from my mom reporting how amazing she is. My mom still asks me to this day that she needs to give Esmeralda a 5-star review. What amazes me is the time Esmeralda took from her busy day to answer my mom’s questions and her compassion for my mom even before she knew she was my mom!