After a meeting, I saw Laura with a Veteran in a waiting room. The Veteran had come to discuss frustrations with their care. They had a rare diagnosis that caused extreme emotional lability, leading to almost 20 random crying fits on bad days, which was both embarrassing and distressing. Although the Veteran had been prescribed the only effective medication for their diagnosis, it cost around $1,000 per month, which they couldn’t afford. When they sought the medication through the VA, they were given a non-formulary status and prescribed a less effective alternative. This trial further aggravated their emotional symptoms. Laura, already well-informed about the case, took the time to listen to the Veteran and their daughter, acknowledging their concerns. Instead of merely explaining the policies around formulary medications, she approached me to suggest contacting the patient advocates to request an exemption from further trials of the ineffective medication. After discussing the situation with the Veteran, their daughter, and Laura, we reached out to the patient advocate. Laura briefed the advocate on the case, and they agreed to initiate a clinical appeal. A few weeks later, we learned that the Veteran had won the appeal and was prescribed their original medication, avoiding delays in care. This outcome relieved the frustrations of both the Veteran and their family and highlighted the importance of teamwork in achieving positive results. Laura demonstrated our core values at the VA by actively listening, validating their concerns, and working collaboratively to resolve the issue. Her efforts ensured the Veteran felt heard and cared for, which is vital in our mission to serve Veterans effectively.