Bob tuned into my needs, my personality, my individual needs and wants. He asked me about my work life and experience, my hobbies, likes, and dislikes. Upon getting this information, he would include this information into our daily conversations. Knowing that I enjoyed playing poker, he bought me a deck of playing cards. Hearing that I was retired military, he talked about his military experiences and allowed me to remember my own military life. Bob stood out because he focused on the individual needs of the patient while ensuring that the medical and nursing needs were delivered in an outstanding way.