The daughter in law/caregiver of the patient called to express how great a job Charlene did with her father in law. She reports that he is a difficult person to work with and can be very cantankerous. She stated that Charlene called several times before arriving for the appointment to arrange the appointment time and ease the patient into the visit. She said that Charlene "went above and beyond" to work with the patient. Charlene was patient and did not give up like many have when working with this patient. She focused on the patient including him in conversation and taking the time to explain to him the purpose of home health. This was a current patient who was anxious about vital sign readings on his previous home visits and just wanted to go to the emergency room. She was tearful during the phone conversation stating that she is so appreciative of the care and time that Charlene took.