Mr. B, a 65-year-old homeless male Veteran diagnosed with lung cancer, presented to the firm A waiting area. The patient was disruptive, yelling, “I want my Medicine.” Patients in the waiting room were understandably alarmed, and the MSA staff on duty attempted to address the patient; he was, however, inconsolable. Mrs. Deborah Wallace, his assigned Oncology Provider, heard Mr. B in the waiting room and immediately stopped what she was doing during a very busy clinic and transported Mr. B via wheelchair to an exam room where she could better assess Mr. B’s concerns. This behavior was very out of character for Mr. B as he was well known to the clinic and had been receiving treatment for some time.

Mrs. Wallace was able to calm Mr. B and discuss his current diagnosis. Despite his treatment, Mr. B had developed metastasis to the brain and was recommended for palliative radiation and hospice care. Mrs. Wallace took the time to explain his diagnosis and calmly reassure him that his pain would be controlled and that he would get the medication he needed. Mrs. Wallace further coordinated with ancillary services (Hospice, Palliative care, Radiation Oncology) to ensure Mr. B would receive comprehensive medical care specific to his diagnosis.

At the end of his prolonged visit, Mrs. Wallace discovered that Mr. B did not have transportation to the residence where he was staying. Mrs. Wallace then arranged for transportation for the Veteran, again reassuring him that he would be safely transported. At the end of his visit, Mr. B was calm and accepting of his diagnosis.

Mrs. Wallace’s actions served not only to reassure the patient but also to reassure Veterans and caregivers in the waiting room as well as firm A staff. Mrs. Wallace’s actions in caring for this most vulnerable Veteran exemplify the true meaning of the VA’s ICARE values of integrity, compassion, advocacy, respect, and excellence.