Terri Gay, registered nurse

For anyone, a trip to the emergency department is both unexpected and unwelcome. While no one wishes to be there, everyone from newborns to the elderly to elite hockey players to the city’s most vulnerable can fill the waiting room, often on the same night. It can be stressful for patients and staff. But Terri, a registered nurse who has worked more than 40 years at the Misericordia Community Hospital, remains calm in every situation.

The secret behind her attitude is the respect she conveys in every interaction with patients and staff. Terri takes time to listen to patients, address their concerns, develop trust and treat them with utmost respect, even if that respect is not reciprocated. Terri treats everyone as a whole person, and understands that people have different ways of communicating, especially when they’re in pain.

Even in this busy department, Terri finds time to mentor less experienced staff, helping them build their skills and confidence. Over the decades, more than one nurse has credited Terri’s mentorship as a significant factor in their success. In her long career, Terri has earned the awe and the respect of her team members, some of whom have coined the phrase “the Terri touch”. It describes the almost magical way Terri diffuses situations by having a keen ear, an open heart and true respect for everyone.