Matt came to insert an IV for an 18-year-old mentally delayed patient. The patient's mom who had been very attentive was present at the bedside. This was a difficult situation as the patient was very resistant, non-cooperative, childlike, and did not follow any direction. Matt took his time with him, compassionately and patiently explained what he was doing to both the patient and Mom. After the IV was inserted the patient's mom stated she was overwhelmed with gratitude and appreciation for the way in which Matt handled the situation. She said she really appreciated the way Matt talked to the patient directly "saw him as an individual". She added that people tend to talk to her, and she was emotional that Matt took the time to talk to him. That was very special and meaningful to her.