A member called to express an exceptional connection they experienced with Matthew. They explained how upset and frustrated they were after a recent fall resulting in a head injury upon calling the Advice line. They were ready to voice their frustration on Matthew. As the member explained their concerns to Matthew, Matthew attentively listened and set a plan. His patient stated their heightened anxiety resolved once they knew Matthew, who calmly spoke and reassured them their concerns would be addressed.

Matthew provided advice and made a follow-up ER visit appointment for the member. The patient was so happy and reported how safe they felt with restored confidence in Kaiser. The member stated, "Matthew is the reason why I come back to Kaiser every time!"