This is what he wrote about the atmosphere on his first visit.
"Everything felt unfamiliar and I was nervous, but the staff treated me so kindly that the tension eased,
and they explained the surgical process in such detail that I stopped worrying."
When a male patient voices his chest concerns out loud for the first time, what he needs most is not the abstract word 'kindness' but detail in the explanation.
Where and how the incision will be made, what curve the recovery will follow, what state he will be in a week later — placing all of these variables in his hands ahead of time is our job.