Recently, Shelley had just arrived at work at 7:30 AM when she noticed a very upset Veteran at the MSA station window at Team Red, and after putting her things away in her office, she went out to see if she could help. The Veteran had been to the lab and was sent away as the lab order was placed incorrectly by the resident of the specialty clinics. The Veteran came to team red to get help, insisting the specialty clinics did not open until 9:00 AM and he needed to have the blood work done today. Shelley was able to review his chart, reassure him multiple times and send him back to the lab for the blood draw and advised the Veteran she would call the specialty clinic to get the orders fixed ASAP. Within minutes the Veteran was back in team red, even more upset, stating they won't draw my blood until the order is in, I have to get this done now I have an appointment and they won't see me without the blood work, I have to get this done now. The Veteran at this point was very upset and very difficult to calm down. Shelley then reassured the Veteran again and told him she would take him to the draw station and assist him in getting his blood drawn for his appointment. At this time, Shelley had put off her own work duties, the daily staff assignment, to assist the Veteran. Shelley was able to get another staff member to do the assignment for her, while she continued to help the Veteran. The lab staff would not draw the veteran's lab until the order was corrected, so Shelley, stayed with the very upset Veteran and used her cell phone to call the specialty clinic again, finally the order was correct, and the Veteran was able to get his blood drawn. After several more minutes, the Veteran returned to team red for a third time, still visibly upset as he was told the lab may not be in time for his 9:20 appointment with the specialty clinic. Shelley was able to calm the Veteran and reassure him that the lab is typically resulted in about one hour, she would call the lab to relay the importance of this and encouraged the Veteran to get some breakfast and keep the 9:20 appointment with the specialty clinic. Shelly was advised later in the morning that the lab did result on time for the Veteran to have his specialty appointment.