About Us
Our Highly Skilled Professionals
Reactive Injury Management has been assisting clients from the Lower Mainland and Fraser Valley since 2001. Since our incorporation, there have been many exciting changes. A small team of one has grown into a team of highly skilled professionals. We are headquartered in Canada.
Core Values
We are a community and clinic-based team, and we offer services with quality with the help of professionals who are part of our company.
- Respect for all
- Continued growth
- Genuine care & compassion
- Clear & efficient communication
- Positive collaborative team environment
- Personal and professional integrity& accountability
Our Mission
To bridge the gap between physical injury and return to function / employment by building a strong multidisciplinary team that works together efficiently to meet the specific goals of the client.
We maintain clear communication, keeping ourselves updated with the latest developments, and follow procedures that have consistency in service standards.
Our Vision
To be the leading provider of community based Case Management and Active Rehabilitation programs in the Lower Mainland and Fraser Valley by providing efficient, effective and quality service to both the fee payer and the client, while helping the client restore as much of their pre-injury life as possible.
Our Team
Our team strongly believes in our core values and strives to become the best service provider in our industry.
Kinesiologist
Shawna Scabar (Owner)
I have always had a passion for sport and was a competitive Figure Skater for most of my younger life. This even carried over into my adult years as a Professional Figure Skating Coach. I coached for the Langley Figure Skating Club for 11 years, “retiring” when I became pregnant with our second child. I had a love of sport, and a love of the sciences. It only made sense to me (and my career counselor in high school – “high 5” to you!) that my career path would take me into the field of Kinesiology.
Growing up, my parents were serial entrepreneurs. Their ventures included owning a motel, a cattle feed store and a couple of Dairy Queens. They loved the independence that owning their own business gave them. They scheduled their work hours to always have a parent at home with us, bring us to our sports and other events. I wanted this for my children as well. It wasn’t until the day I found out that I was pregnant with my first child, that this vision became clearer for me. Up until this point I was working many hours a day seeing clients, and really had no time to work on the business. From that moment, Reactive Injury Management has progressively evolved into a leading provider of community based rehabilitation with an amazing team of Occupational Therapists and Kinesiologists.
I frequently get asked, “why Reactive”. Wouldn’t the name “pro-active” be more appropriate? The answer is simply “no”. We are Reactive – we are reacting to a situation, whether it’s a motor vehicle accident, a work related accident, or a medical condition like a stroke. We are responding to a situation to help our clients bridge the gap between injury and recovery. We thrive on seeing the client progress to functional independence in their life physically, emotionally and vocationally.
I love what I do and what we as a team do, and look forward to continuing to assist individuals in the Lower Mainland and Fraser Valley with their road to recovery.
Shawna Scabar, Company Owner
Profession: Kinesiologist
Training in:
- B.Sc in Kinesiology
- Certificate in Health and Fitness
- Matheson trained Ergonomic Evaluation Program
- Matheson trained Functional Capacity Evaluation (FCE)
Experience In:
- Acquired Brain injury
- Cardiac / Stroke Rehab
- Case Management
- Coordination of Rehabilitation Programs
- Corporate Wellness Programming
- Ergonomic assessment and training
- Functional Assessment and Re-training
- Functional Capacity Evaluations
- Hydrotherapy
- Job demands analysis
- Life Skills training
- Mild Traumatic Brain Injury / Concussion
- Mood Disorders / Activation Programs
- Orthopaedic injury
- Soft tissue injuries
- Sport Specific Training
- Traumatic Brain Injury
- Work Conditioning
- Work Site Assessment / Job Demands Analysis
- Working with Children as well as the elderly
Areas Serviced: Surrey, Langley
Languages Spoken: English
Shawna
Livia Antalova
I have always had an interest in sports even though I never had the opportunity to do it at an organized, competitive level. My true interest in Kinesiology grew after moving to BC and figuring out what to do with my life. I knew I liked being active and healthy, and l knew I liked helping people in any way. After doing some research I thought I found my future career as a Kinesiologist, which would later give me more opportunities to take on a specific career path. What I like most about Kinesiology is to figuring out people’s needs and helping them to get back where they want to be. I find it very rewarding that I can make a small difference in their lives and offer a health, nutrition, or fitness tip.
Profession: Kinesiologist
Training in:
- B.Sc in Kinesiology
- Member of British Columbia Association of Kinesiologists
Experience In:
- Acquired Brain injury
- Cardiac / Stroke Rehab
- Geriatrics
- Hydrotherapy
- Mild Traumatic Brain Injury / Concussion
- Mood Disorders / Activation Programs
- Orthopedics / Multiple Trauma
- Personal Training
- Soft tissue injuries
- Work Conditioning
- Working with Children as well as the elderly
Areas Serviced: Maple Ridge, Pitt Meadows, Port Coquitlam, Coquitlam
Languages Spoken: English, Slovak
Livia
Lourdes Lacoursiere
When I was just 10 years old, I was injured as a pedestrian in a motor vehicle accident. This was a very challenging time for me physically and emotionally and instilled a desire in me to help others who have been injured. After working in an Osteo-fit program as a fitness instructor, I realized that rehabilitation was clearly my passion. This lead me to pursue a career as a Kinesiologist with a focus on active rehabilitation. It is very fulfilling for me when clients see improvements and are able to achieve their activity goals and functional independence.
Profession: Kinesiologist
Training in:
- B.Sc in Kinesiology
- Member of British Columbia Association of Kinesiologists
Experience In:
- Acquired Brain injury
- Hydrotherapy
- Mood Disorders
- Orthopaedic injury
- Soft tissue injuries
- Working with Children as well as the elderly
Areas Serviced: Abbotsford, Mission, Langley, Surrey, Maple Ridge
Languages Spoken: English, Spanish
Lourdes
Manveer Dial
Bio coming
Manveer
Dimple Gohil
Dimple Gohil graduated in Bachelors in Physiotherapy from SNDT University, India. In Canada, she has continued her education in the field of health and wellness, including the Exercise and Wellness course from North Island College, Courtenay. The reason I chose to become a Kinesiologist was because I wanted to play a key role in enabling people to improve their health, well-being, and quality of life. I love the ability to help individuals to conquer their pain by applying the techniques of exercise therapy that are neither invasive nor pharmacological. By using the skills gained while working as a physiotherapist back in India, I feel proud that I can help people to improve their strength and thus enable them to have another chance at living an empowered life .
Languages spoken: English, Hindi, Punjabi, Gujarati and Marathi.
Dimple
Occupational Therapist
Jilian Smyl
I became an Occupational Therapist because I respect and support the practice’s key principles of holism and client centeredness. Based on the medical model, I enjoy working with various demographics in diverse environmental settings. As an Occupational Therapist I am able to assist individuals, groups and companies from a physical, cognitive, emotional and/or spiritual perspective. I look forward to listening and working with individuals so that they are able to create and achieve unique personal goals and engage in chosen life pursuits.
Profession: Occupational Therapist
Training in:
- 200 hour Yoga Teacher Certification
- Masters of Occupational Therapy
- Matheson trained Functional Capacity Evaluation (FCE)
- Member of BCSOT
- Member of COTBC
Experience In:
- Acquired Brain injury
- Case Management
- Coordination of Rehabilitation Programs
- Ergonomic assessment and training
- Ergonomics
- Functional Assessment and Re-training
- Functional Capacity Evaluations
- Geriatrics
- Hand Therapy
- Home Assessment / Case Management
- Hospital Discharge Coordination
- Implementation of personal goal attainment programs
- Job demands analysis
- Life Skills training
- Mental Health / Psychiatry
- Mild Traumatic Brain Injury / Concussion
- Mood Disorders / Activation Programs
- Neurology
- Orthopaedic injury
- Orthopedics / Multiple Trauma
- Soft tissue injuries
- Spinal Cord Injury
- Traumatic Brain Injury
- Work Site Assessment / Job Demands Analysis
- Working with Children as well as the elderly
Areas Serviced: Vancouver, North Vancouver, West Vancouver, Squamish, Whistler, Burnaby, Richmond
Languages Spoken: English
Jilian
Marcella Huberdeau
I was drawn to the profession of OT as a teenager in high school. I was aware at a much younger age that I wanted to help people. I would feel badly when others were hurt or injured. I wanted to do something to help. When I was 10 years old, I read the book "The Other Side of the Mountain" where a professional skier became paralyzed from a terrible skiing accident. The extensive rehabilitation process that this skier engaged in was fascinating to me. I was inspired by the amount of courage it took for someone to overcome incredible challenges and how essential the rehabilitation staff was to the recovery process. I love being an OT because for the past 25 years it has provided me with endless opportunity to be a part of making a difference in people lives. I have worked in many areas with people in all different walks of life. I have had to find practical solutions to many complex issues.
Profession: Occupational Therapist
Training in:
- B.Sc. in Occupational Therapy
- Member of BCSOT
- Member of COTBC
Experience In:
- Acquired Brain injury
- Coordination of Rehabilitation Programs
- Ergonomic assessment and training
- Geriatrics
- Home Assessment / Case Management
- Hospital Discharge Coordination
- Life Skills training
- Mental Health / Psychiatry
- Mild Traumatic Brain Injury / Concussion
- Neurology
- Orthopedics / Multiple Trauma
- Personal Growth Coaching
- Soft tissue injuries
- Traumatic Brain Injury
- Work Site Assessment / Job Demands Analysis
- Working with Children as well as the elderly
Areas Serviced: White Rock, Surrey, Delta, Langley, Ladner, Richmond, Vancouver, New Westminster, Burnaby
Languages Spoken: English, French
Marcella
Paula McCaffrey
I wanted to become an OT because I always knew I wanted to help people in some way and to work in health care. OT was the perfect choice for me because it offered endless flexibility and creativity. I was interested in both physical health and psychological health from a very young age, so OT was the perfect fit! I've had the opportunity to work with people from all walks of life. It is so satisfying to make an impact, big or small, on the lives of each person I get to work with. OT as a profession never feels like a job to me. It's just part of who I am.
Profession: Occupational Therapist
Training in:
- B.Sc. in Occupational Therapy
- Member of BCSOT
- Member of COTBC
Experience In:
- Coordination of Rehabilitation Programs
- Ergonomics
- Functional Assessment and Re-training
- Geriatrics
- Home Assessment / Case Management
- Hospital Discharge Coordination
- Mild Traumatic Brain Injury / Concussion
- Neurology
- Orthopedics / Multiple Trauma
- Soft tissue injuries
- Spinal Cord Injury
- Work Site Assessment / Job Demands Analysis
Areas Serviced: Surrey, White Rock, Langley, Aldergrove, Abbotsford, Ladner, Tswwassen, North Delta, Richmond, New Westminster, Burnaby
Languages Spoken: English
Paula
Stephanie Davidson
Being an OT is an extremely gratifying position. It is such a privilege when clients allow you into their homes, families, and lives, with the hopes of improving their quality of life. Having the potential to create positive change in the lives of others through rehabilitation or adaptation is the best part about being an OT.
Profession: Occupational Therapist
Training in:
- Masters of Occupational Therapy
- Member of BCSOT
- Member of COTBC
Experience In:
- Case Management
- Coordination of Rehabilitation Programs
- Ergonomics
- Functional Assessment and Re-training
- Geriatrics
- Home Assessment / Case Management
- Hospital Discharge Coordination
- Implementation of personal goal attainment programs
- Mild Traumatic Brain Injury / Concussion
- Neurology
- Orthopedics / Multiple Trauma
- Soft tissue injuries
- Spinal Cord Injury
- Work Site Assessment / Job Demands Analysis
Areas Serviced: Vancouver, Burnaby, Coquitlam, Port Coquitlam, Port Moody, New Westminster, Surrey
Languages Spoken: English
Stephanie
Joni Pauls
Occupational Therapy is a well-integrated part of who I am today. The knowledge and experience that I have gained as an Occupational Therapist has been a pervasive guiding force while navigating through life’s journey.
The choice to become an Occupational Therapist was made as a high school student. Upon introduction to this career option, I was intrigued by the philosophy, functional intervention strategies and the scope of practice opportunities. Most importantly, as an occupational therapist I have been blessed with the opportunity to make significant positive changes in the quality of life for others.
I attended the University of Manitoba where I obtained my degree in Occupational Therapy and have engaged in ongoing opportunities for education. I have worked in a variety of areas and have established a varied experiential base. I am honored to be an Occupational Therapist and to be able to continue to enjoy serving in my capacity as such.
Profession: Occupational Therapist
Training in:
- B.Sc. in Occupational Therapy
- Member of COTBC
Experience In:
- Acquired Brain injury
- Cardiac / Stroke Rehab
- Case Management
- Coordination of Rehabilitation Programs
- Ergonomics
- Geriatrics
- Home Assessment / Case Management
- Hospital Discharge Coordination
- Life Skills training
- Mental Health / Psychiatry
- Mild Traumatic Brain Injury / Concussion
- Mood Disorders
- Mood Disorders / Activation Programs
- Neurology
- Orthopedics / Multiple Trauma
- Soft tissue injuries
- Spinal Cord Injury
- Work Site Assessment / Job Demands Analysis
- Working with Children as well as the elderly
Areas Serviced: Surrey, Langley, Abbotsford
Languages Spoken: English
Joni
Farnoosh Shams
I was attracted to a career as an occupational therapist because of my desire to enable people to make real changes in their lives by helping them achieve their goals. For me, OT is a rewarding job that allows me to enable people to improve their quality of life by increasing their level of independence and watching them grow more confident in their own abilities.
Profession: Occupational Therapist
Training in:
- Master of Occupational Therapy
- Member of BCSOT
- Member of COTBC
Experience In:
- Coordination of Rehabilitation Programs
- Pediatrics
- Geriatrics
- Hand Therapy
- Home Assessment
- Hospital Discharge Coordination
- Mild Traumatic Brain Injury
- Neurology
- Orthopedics
- Mental Health
Areas Services: Surrey, Burnaby, Coquitlam, Vancouver, North Vancouver
Languages Spoken: English and Persian
Farnoosh
Babeeta Chhabra
Babeeta likes to be referred to as a 'global citizen', born in the UK, of Indian descent and who has travelled and worked in Canada, Japan, India, Germany and France. Educated as a Pediatric Occupational Therapist and a Sri Sri Yoga teacher she continues to inspire many people to live happier and healthier lives. She is also an author, jazz singer and dancer currently based in White Rock, BC. "A Beautiful Void" is her first book.
It is her intention through her practice as an OT, teaching wellness programs, writing and the arts, to inspire human values that unite us all: love, peace, joy, truth, beauty and compassion.
Languages Spoken: English, Hindi, French and Japanese (functional)
Babeeta Chhabra
Babeeta likes to be referred to as a 'global citizen', born in the UK, of Indian descent and who has travelled and worked in Canada, Japan, India, Germany and France. Educated as a Pediatric Occupational Therapist and a Sri Sri Yoga teacher she continues to inspire many people to live happier and healthier lives. She is also an author, jazz singer and dancer currently based in White Rock, BC. "A Beautiful Void" is her first book.
It is her intention through her practice as an OT, teaching wellness programs, writing and the arts, to inspire human values that unite us all: love, peace, joy, truth, beauty and compassion.
Languages Spoken: English, Hindi, French and Japanese (functional)
Babeeta
Massage Therapists
Billy Garcia, RMT
I graduated from VCC Burnaby for the Registered Massage Therapy (RMT) program in 2021. Massage had always been a part of my life since I was younger, and I had always valued the one-on-one nature of treatment. It wasn't until I had moved to Canada that I realized I could make a career out of massage.
It was in the RMT program that I grew my interest in human anatomy and its movement—and from there my interests in pain science and evidence-based treatment. I had worked in the college's student clinic to expose me to a wide range of conditions, backgrounds, and issues. In practice, I aim to adapt to each patient's needs and values and help them with symptomatic relief and overall better function. Pain is often multi-faceted; I aim to work with patients, considering each factor, and help them eventually learn how to manage their pain.
Outside of practice I will usually be cooking, playing games, reading, or going to the gym as a way to relieve stress. Since I've graduated, I'm still striving to learn more about pain and pain management, and I only hope to continue learning as my time in practice moves forward.
Billy
Kathleen Rowell
Hi, I’m Kathleen. I am a graduate of the Vancouver College of Massage Therapy.
My massage career began as a young girl figuring out how to help out my mom and aunt, both of whom dealt with arthritis and various orthopedic conditions. I expanded my reach to close friends and family to help deal with daily aches and pains. Massage has been part of my life in little ways for many years. After hearing consistent positive feedback from those around me I decided it was time to turn it into a career.
I have a history of working in pain management through many stages of life. I love to focus on decreasing overall tension and facilitating greater ease of movement.
I hold a Bachelor of Arts in Church Ministries from Pacific Life Bible College as well as a diploma in Massage Therapy. I am a natural green thumb and enjoy vegetable gardening in the summertime. I also learned Scottish Highland Dancing and have completed several exams.
Kathleen
Angie Jung
Angie graduated with honors from the Registered Massage Therapy program in April 2022. Her passion for massage therapy started from her desire to assist others and her interest with human anatomy. Angie incorporates a wide range of massage modalities, including Swedish massage, myofascial techniques, and trigger point release, to individualize each treatment to the specific needs of her patients. She is passionate about helping patients in achieving their treatment goals and supporting them on their path to recovery. Outside of work, Angie loves travelling, watching movies, and spending quality time with her family, friends, and especially with her cat!
Angie
Nathan
Nathan is a graduate of the Vancouver College of Massage Therapy, where he completed his studies in 2020. He became a Registered Massage Therapist (RMT) because he saw the opportunity to work closely with patients and develop therapeutic relationships to better understand their health goals.
As an RMT, Nathan has acquired various skills and techniques to provide effective care. He is knowledgeable in applying myofascial work, joint mobilizations, neuromuscular techniques, and several Swedish techniques including deep tissue. By utilizing this wide range of techniques, Nathan aims to provide his patients with the best possible care.
In his spare time, Nathan enjoys playing with his son, playing sports, and watching trashy reality television.
Nathan
Amelia Schwarz
Hi, my name is Amelia Schwarz, and I am excited to begin my career as a RMT! Prior to this career path, I received an undergraduate degree in leadership studies and psychology from the University of New Brunswick. Since studying massage therapy, I have acquired an excellent skill set of knowledge and tools in areas such as: deep tissue techniques, fascial work, trigger point release, joint mobilizations, paraffin treatments, and active and passive table stretches. In addition to assessing and treating orthopedic conditions and soft tissue injuries, I strive to incorporate emotional and mental wellness into the treatment when patients are open to it.
In my personal life, I enjoy spending time with my family, being near the ocean and curling up with a cup of tea and a good historical fiction novel. I love being in nature and especially enjoy combing the beach with my husband and kids.
I am happy to accept new patients and am dedicated to providing a safe, compassionate and accepting space for all. Come as you are.
Amelia
Physiotherapist
Niharika Gupta, Interim PT
Coming from a family with sports background, Niharika was well aware of the complimentary relationship between injury and rehabilitation since early childhood. Her interest gradually developed into her passion for physiotherapy as she pursued her Bachelors degree from University of Delhi followed by specialization in field of Orthopedics from Hamdard University, India.
Having seven years of work experience in multispecialty hospitals and various clinics, she has a rare and gifted ability of being a perceptive listener to her clients and providing them with guidance needed for a successful outcome. She feels the most important aspect of rehabilitation is good communication between the client and the physiotherapist. She is also a firm believer of a balanced lifestyle at both professional as well as the personal front. She prefers to treat her clients by maintaining a balance between their psychological and motivational requirements with equal focus on their therapeutic interventions.
One of the things Niharika likes most about her job is the variety of conditions she gets to treat while dealing with a varied range of population from all walks of life. This prevents monotony and keeps up the excitement of treating something challenging each day. Although she enjoys working with all types of injuries, chronic pain, knee osteoarthritis, post-surgical rehabilitation and low back pain are some of her areas of interest in fields of practice and research.
‘Philanthropy through physiotherapy’ is the motto of this multifaceted physiotherapist.
Experience in:
- Musculoskeletal injuries
- Neurological rehabilitation
- Cardiorespiratory rehabilitation
- Pediatrics
- Geriatrics
- Polytrauma (MVA)
- Oncology
- Rheumatology
- Laser therapy
- K taping
- Electrotherapies including IFC, Tens, Ultrasound etc.
Languages Spoken: English, Hindi, Working knowledge of Punjabi
Niharika
Rajeeve Narayanan
Rajeeve is an Internationally experienced Physiotherapist with more than 16 years of experience. He completed a Bachelor of Physiotherapy in India in the year 1998 and Master of Physiotherapy in 2002. Before coming to Canada,Rajeeve worked in different medical colleges in India. During this period he worked in a variety of clinical settings which includes orthopedics, Cardiothoracic, Neurological, Geriatrics and Pediatric populations.
He also had been working as Head of the Dept/Professor for more than 5 years and also as a clinical examiner for University Examinations in different states in India.
Rajeeve presented and published a paper in the national symposium on Genetics. As part of pursuing continued educational programs, he had successfully completed vestibular rehabilitation and soft tissue release techniques.
Treating challenging cases of low back pain is his passion. His treatment approaches include manual therapy, client education, individualized therapeutic exercise program.
Profession: Physiotherapist
Training In:
- Bachelor of Physiotherapy
- Masters of Physiotherapy (Neuro)
Experience In:
- Concussion Management
- Electrotherapies including IFC and TENS
- Exercise Prescription
- K-Taping
- Laser Therapy
- Manual Therapy
- Mild Traumatic Brain Injury / Concussion
- Neurology
- Orthopaedic injury
- Soft tissue injuries
- Ultrasound
- Vestibular Therapy
Areas Serviced: Only available in clinic - Fraser Heights
Languages Spoken: English, Malayalam, Hindi
Rajeeve
Lekha Kalnoor Kandiyil
Lekha is an experienced Physiotherapist with over years of experience. She completed a Bachelor of Physiotherapy in India in the year 2005. She had diverse experience in working at private clinics in India and Canada.
She incorporates an individualized treatment approach that focuses on patient education, manual therapy, specific exercise prescription, home exercise program, and Dry Needling.
She prides herself on giving education to her clients on their condition and how they can manage their symptoms.
As part of pursuing the continued educational program, she had completed FDN level 1 from the kinetic core and started dry Needling in her practice, also Vestibular Rehabilitation and Soft tissue release techniques.
Expertise: In treating Whiplash injuries, Musculoskeletal injuries (Ligament sprains and muscular strains, Rotator cuff, frozen Shoulder), and chronic neck and back pain cases.
Profession: Physiotherapist
Training In:
- Bachelor of Physiotherapy
Experience In:
- Concussion Management
- Electrotherapies including IFC and TENS
- Exercise Prescription
- IMS / Dry Needeling
- K-Taping
- Laser Therapy
- Manual Therapy
- Mild Traumatic Brain Injury / Concussion
- Orthopaedic injury
- Soft tissue injuries
- Sport Specific Training
- Ultrasound
- Vestibular Therapy
Areas Serviced: In Clinic Only - Fraser Heights
Languages Spoken: English, Malayalam, Hindi
Lekha
Chiropractic Care
Dr. Kurt Zeng, DC
At a young age I was always fascinated at how the body functioned and wanted to work in the healthcare profession. Sports related medicine was at the top of my list of careers since it incorporated activity and medicine, both of which interested me.
After completing my undergraduate degree in anatomy and cell biology at McGill University, I considered going into physiotherapy first before completing both a Doctor of Chiropractic as well as a Master of Sports Medicine at the University of Western States in Portland Oregon.
As for how I practice, evidence-based patient-centered care is at the top of my priority. Rehabilitation is also something I try to incorporate in every treatment as soon as possible because I believe that it is key in empowering the patient and giving them control of their own recovery.
When not at the clinic, you can find me going for a run or out on a hike. Martial arts, swimming, and piano are also things that I have enjoyed and would like to pick up again when I have the time.
Language: English & Mandarin
Dr. Kurt
Acupuncture
Daniel Sangwook Han
Daniel Sangwook Han is a BC licensed acupuncturist who brings a compassionate and holistic approach to healing. His journey into acupuncture began during a deeply personal experience when his wife developed a mysterious illness that caused intermittent paralysis and severe weakness in limbs. After over a year of conventional treatments failed, they turned to an elderly acupuncturist as a last hope. Her miraculous full recovery inspired Daniel to pursue the same path, studying under the practitioner who treated her and later completing formal training to earn his BC license.
Daniel employs a combination of five different acupuncture methodologies, offering gentle personalized treatments carefully tailored to each patient. His goal is not only to relieve pain and treat chronic conditions but also to restore patients to a state where they can enjoy their everyday lives again. Fluent in both English and Korean, he is dedicated to serving a diverse community with compassionate care.
In his spare time, Daniel enjoys researching more ways to help patients and spends time reading. He is also actively involved in community service, volunteering with youth groups and First Nations communities. His deep empathy and commitment to patient care come from both his professional expertise and personal experiences, making each patient feel seen, heard, and truly cared for.