After a follow-up call to a veteran, the writer/care manager in a geriatric clinic found that the veteran was discharged home without his medication. The Veteran's daughter, his primary caregiver, was out of town and wouldn’t be back for at least a week. She had made arrangements for someone to pick up her dad as he does not drive. She was very frustrated and concerned as she tried to make sure that he had everything he needed before she left, including medications while she was gone due to his weakness and impaired gait. She voiced that prior to the discharge, she called and spoke to the RN and was told that her dad had no new medications to pick up at the pharmacy, only to find out the next day that he did have several new medications. The writer offered for his medication to be mailed out and expedited. She voiced "you don't understand, he cannot get to the mailbox, and he will be without those medications until I get back next week". She could not find anybody to pick up his meds. After hearing the issue, Rollin offered to bring the medication to the veteran's residence after his tour. The daughter was then informed via phone call that a Geriatric staff/nurse had offered to personally deliver the medications to her dad's residence.

The veteran's daughter called the following week and thanked the staff, stating, "whoever he was, I truly appreciate him". This is not the only time that Rollin has stepped up to provide care to the veterans, even after his tour. On one occasion, while new at the Geri Clinic, he was so moved with this veteran's situation who was at "one of his lowest moments", (father recently died, no family members left, he is dealing with cancer, and refusing treatment). Several staff including mental health attempted to talk him into getting himself to the hospital as he was showing signs of rapid decline and depression. Veteran assured everyone who called him he had no SI/plan, "I just want to be left alone for a few days, maybe I could pull through this, I'll get back to you next week". It was Friday afternoon, so he could not follow up with the veteran for the next two days. Rollin, knowing the importance of a simple gesture of care and also knowing a home visit is against policy, guided by his heart, gut, and years of experience in taking care of veterans, accompanied his CM and visited the veteran in his home. Rollin is very compassionate, and he knows what to say and how to say it, making the veterans feel heard and in control of their lives; he is not just simply barking orders or making them feel he is "only there to make sure orders are checked off," or "doing his job." He shows care, listens intently, and makes them feel in control. Because of that gesture of care from Rollin, that same veteran now always shows up to his clinic appointment and a significant improvement to his health has been noticed, he now has established trust to his healthcare team and never fails to mention how appreciative he is. It made a lasting impression.