What is excellent care? -- Stories of caring -- Hello professor -- Room 306b -- Stopping the dominos -- I think I know you -- Saving grace -- Playing the ponies -- Lost in the hospital -- Guiding principles -- More stories of caring -- Listening to metaphors -- The best seat in the house -- Kind words -- Final request -- Philosophy of care -- Guiding questions -- Holistic philosophy -- Creating care partnerships -- Our commitment to excellence -- End-of-life transitions -- Words that work