During a pre-op evaluation, an 18-year-old special-needs patient was refusing to have surgery, which could put his health at risk. The patient started to cry and became quite frightened, he was hesitant to have surgery. I asked Loretta to come and assist; she sat with the patient and spoke in a soft voice, calming the patient. She displayed empathy, compassion, and by developing trust with the patient, she was able to deescalate the situation. She was able to "take the patient to another place" (mentally) to have surgery. This is not the first time I’ve seen Loretta do this; she’s always able to scramble and multitask. She’s so kind-hearted and goes the ‘human way, not a mechanical way’.