Advocacy, presence, compassion: One nurse's formula for giving patients and families a sense of comfort
For emergency department nurse Mak Brantsen, BSN, RN, it was just an ordinary shift. But for one family, her caring approach made all the difference.
The emergency department (ED) has its own rhythm. It can be fast, unpredictable, and emotionally charged. It’s often a place where exhaustion and frustration can quickly build for patients and families. For Makinsy (Mak) Brantsen, BSN, RN, she’s learned that it’s also a place where small acts of care can make the biggest difference.
Late one evening, a family arrived to the ED at the university campus after already spending time at their local emergency room in a town nearby. Their child, who lives with chronic medical conditions, was in pain and needed a catheter change. At this point, the family was tired and frustrated.
After being taken to a room, Brantsen introduced herself, listened to the family’s concerns, and did what she always does first: advocate for her patient.
First, she contacted the physician and helped start pain medication to give the patient some relief. Next, she worked to move the family to a quieter room, giving them additional space to relax.
To Brantsen, these actions were simply how she treats all her patients — with advocacy, presence, and compassion. But to the patient’s family, this was more than routine. In fact, they felt so comforted, they nominated Brantsen for a DAISY Award.
“Despite the number of patients needing assistance that night, when Mak helped my child feel better, it felt like our wellbeing mattered,” wrote the family in their nomination letter. “We went from feeling quite stressed about their pain to feeling comforted and relieved.”
Throughout their time together, Brantsen eased both the physical pain of the patient, and the emotional strain of being admitted to the hospital. She connected with the patient through conversation, some humor, and genuine connection. Not every patient wants that, she notes, but when they are receptive, it can ease fear in a situation that often feels out of their control.
“Mak’s caring attitude and attention to my child’s comfort provided a tremendous amount of physical and mental relief for us both,” the family shared in their nomination. “Mak will always stand out to us as someone who cares about patients and goes above and beyond to provide comfort.”
Brantsen has spent a decade in nursing, including time as a travel nurse at UI Health Care before becoming a full-time employee in 2022. Throughout that time, she’s learned that while the ED can be a challenging place to be in, there’s plenty of opportunities to show up with compassion and empathy for all patients.
“The ED can be rough. It’s busy and you never know what to expect,” Brantsen says. “You are the first person patients see when they get taken back to a room, so having a kind and caring attitude can make a huge difference in their experience.”
For this family, their experience was extraordinary. For Brantsen, it was simply another night in the ED and another chance to support her patients through advocacy and quality care — the very things she believes nursing is all about.
