A small gesture, a big impact: how two team members bring comfort to kids in the ER

Emergency rooms can be intimidating places for children, filled with unfamiliar sights, sounds and procedures. At UCHealth Memorial Hospital North, two patient access registration (PAR) specialists are helping transform that experience through simple but powerful gestures that have already made a lasting impact.

PAR specialist Kayla Woods was recently checking in a young girl who had fallen and needed stitches. The child was shaking and told Woods that she was scared of doctors. Woods recognized the fear quickly, drawing from her own experience as a mother.

“She reminded me of my six-year-old,” Woods said. “Even putting a wristband on her made her shake, so I tried to distract her and asked about her favorite animal.”

The girl said she loved giraffes. Woods, who has a giraffe tattoo and shares the same favorite animal, showed it to her. The small connection brought an immediate change in demeanor. Woods promised the girl a stuffed animal, but discovered the team was out of teddy bears. Instead, she found another way to fulfill the promise.

Using DoorDash, Woods ordered a small stuffed giraffe to the emergency department. After the child received stitches, Woods delivered the gift to her room and told her how brave she had been. The girl smiled, hugged Woods and left the hospital with confidence instead of fear. Her mother thanked Woods repeatedly on the way out.

“It was something simple, but seeing her leave happy made my whole day,” Woods said. “If a small toy can make a child feel brave and seen, it is worth it.”

PAR specialist Caitlyn Lutyen found her own way to bring comfort to young patients in the same unit. With the supply of teddy bears running low, she recognized an opportunity to create something meaningful for children experiencing stressful emergency visits. Drawing inspiration from Children’s Hospital, where her own son has been seen, she began making fleece tie blankets at home.

“I went to Hobby Lobby, picked different patterns like Bluey, Mickey Mouse and Christmas prints, and made kid-sized blankets,” Lutyen said. “The first little boy I gave one to was so excited. It was just really cool to see.”

Lutyen has continued to make blankets, occasionally with support from colleagues who help hand them out to pediatric patients. Families are often surprised to receive something soft and personalized during an ER visit, and the blankets have become a welcome comfort item for children undergoing tests, stitches or exams.

Both Woods and Lutyen work quietly behind the scenes, but their actions have resonated in visible ways. Smiles at discharge, grateful parents and calmer pediatric patients are reminders that small acts of compassion can transform a difficult day.

“If we can make a scary moment for the kids better, that matters,” Lutyen said.

For Woods and Lutyen, patient care goes beyond registration desks and intake forms. It is about seeing the patient in front of them, especially when they are young, anxious, hurting or afraid. Their work reflects UCHealth’s commitment to extraordinary care, where compassion is not an extra step but part of the everyday experience.