A special moment for me when an older male cleaner with a Scottish accent came in and, sensing my upset, recited gentle, loving poetry, because he said I looked like I needed it. He didn't know that I sobbed for half an hour after he left, and it was exactly what I needed. He was an awesome example of the way in which all staff demonstrated empathy and compassion.

Ms. Nicky Rowan ( Daughter of a dying resident in a nursing home where I worked).