A patient had been discharged the day before and was in the surgeon’s office. The surgeon called stating the patient was in tears, saying the drain had been leaking since before discharge and the accordion drain was scratching her. Richard spoke directly to the surgeon and made arrangements to meet the patient in the hospital’s front lobby. Richard personally greeted the patient, listened to her concerns about the current drain as well as her previous experience with a different drain. Richard’s expertise along with the patient’s preference were considered and a new drainage bag was placed. He provided teaching and reassurance to the patient and escorted her to her car. Richard made a difference in clinical care and the patient left very pleased with the outcome! Thank you, Richard, for making a difference!