Leigh was standing at the front desk trying to call report to the floor when the phone rang. She answered it. For the next 20 minutes, Leigh patiently spoke with a patient who was completely dissatisfied with his care. She explained with empathy the need to go to the ED to be examined since he was complaining of what sounded to be a post-op infection. She continued patiently talking and explaining the importance of either calling his primary care physician or follow up at the nearest ED. After 20 minutes of conversing and persuasion, the patient finally decided to go to the nearest ED. Without her intervention and patience, this patient may have not gone for treatment and could have ended up with sepsis.