A new mom, two grandmas and baby came into Essentials to purchase a pump. Mom explained that she had been at the pediatrician's office and they recommended she purchase a better pump. Baby began crying and one of the grandmas removed the baby from the car seat which had had a blanket over it so baby had not been visible. Baby appeared skeletal in appearance and its cry was more like a "mew". Without alarming the mom, she was encouraged to take the baby to the clinic for an assessment and breastfeeding support. A call was made to the clinic immediately and family was walked over to the clinic. Upon assessment it was learned that the baby was 11 weeks old and was 4 oz below birth weight. Mom had been exclusively breastfeeding baby since birth, and commented how "good her baby was", as she slept so well through the night. One of the grandmas was extremely supportive of mom continuing to exclusive breastfeed while the other grandma privately shared that she thought her granddaughter was dying.

Kim worked closely with the mom to develop a strict feeding plan and over the next few days stayed in regular communication with the mom. She educated her about the importance of her adding artificial baby milk in addition to the breast milk feeding. She supported the mom's desire, but in a kind and caring way shared the grave concern about the baby's lack of growth. Kim also communicated with the pediatrician about the feeding plan and kept him regularly appraised of the baby's progress. Baby came for regular weight checks and with the support of Kim and the other clinic LC, the baby began quickly catching up to where she should have been. The trust that Kim was able to build almost immediately with this mom by providing kind non-judgmental care and attention kept her engaged and led her to keep follow up appointments. The mom had the challenge of two grandmas with differing views, but at the foundation they all wanted what was best for the baby and Kim led that charge.