To say my mom is a difficult and challenging patient is a tremendous understatement. My mom typically starts by gruffly declaring 'You get one chance' (in regard to starting an IV). Kathy not only remained professional but also calm, cool, and collected. She took her time with the IV and didn't even blow a vein, which so many others do. In fact, when she was done, my mom complimented her! I don't think the world understands how big a compliment this is coming from her!