Shelly took on a very difficult patient, assisting him with travel, housing, and obtaining medication throughout the year. She convinced resources outside of our facility and system to see this patient for his perceived medical needs even though they had all previously "divorced" him from their practices. She assisted him with funds for co-pays, taxis, and other expenses, sometimes out of her own pocket. This patient is a constant drain on staff, providers, and the VP of health services. Shelly was able to normalize his usage of the health system and convince him that his services were adequate for his needs.