Patience and kindness help calm a patient with dementia

For Crystal Muder, extraordinary patient care sometimes means slowing down, listening and taking a walk.

Muder, a patient care assistant in the emergency department at UCHealth Parkview Medical Center, cared for a patient with dementia who had spent an extended time in the department. As the evening went on, the patient became increasingly agitated and wanted to go home.

Muder recognized what the patient needed.

She had spent three years caring for her grandmother, who had dementia. That experience taught her that correcting someone with dementia is not always the best way to provide comfort.

“You just kind of have to go with whatever their reality is,” Muder said.

Instead of repeatedly reminding the patient that she was in the hospital, Muder listened. She sat with her and talked. When the patient asked whether Muder remembered something, Muder encouraged her to share more.

Then they went for a walk.

Muder safely helped the patient walk through the department and later took her for a wheelchair ride. They visited the hospital cafe, where Muder got her some ice cream.

The change of scenery and simple conversation helped.

During their time together, the patient began talking as though she were showing Muder around her home and garden.

“She was so excited to show me her house,” Muder said. “I told her, ‘Oh, my gosh, it’s so pretty. Better than you described.’”

By the time they returned to the patient’s room, she was calm and comfortable. She went to bed and fell asleep without needing additional intervention.

For Muder, taking the extra time was simply part of caring for someone who needed a little more attention.

She has worked at Parkview for nearly four years, starting in environmental services before becoming a patient care assistant. Her days now include helping nurses, transporting patients, assisting patients with everyday needs, stocking supplies and answering calls.

Muder plans to continue her education and work toward becoming a registered nurse. She already knows where she would like to work.

“The emergency department,” she said. “That’s my area. I like the hustle and bustle.”

Muder’s actions were recognized through a Celebrating You nomination submitted by colleague Madison McReynolds, who witnessed the impact firsthand.

“Crystal’s patience and kindness are admirable and deserve recognition,” McReynolds wrote. “The emergency department and every patient in it are better off when you are involved in their care.”

By taking the time to listen, walk alongside a patient and offer comfort when it was needed most, Muder showed how extraordinary care often starts with something simple: putting patients first.