I'm an American retiree and spent more than nine hours in the ER at San Bortolo Hospital in Vicenza…read moretwo weeks ago over concerns with my heart. My Italian is horrible, so the first person I met was the Patient Liaison on duty, Andrea Hargreaves. She was everything that I needed to express myself and understand the hospital's responses. She stayed with me for each of the doctor's consults, treatments, results, and recommendations. I also met her shift replacement, Nancy Malone. My experience with the doctors and staff was excellent, but would have been very daunting without Ms. Hargreaves' and Ms. Malone's support and communication. Their English and Italian skills were super, and their knowledge of hospital procedures, and their demeanor and support were appreciated very much. If I ever have to return to the San Bortolo ER for any reason in the future, I'm relieved that these two professionals are there to assist. Thank you, ladies!