PSM was referred to an individual who was largely confined to their camper with painful, infected wounds and a deep mistrust of care providers. Site staff warned us the patient likely wouldn’t engage—others had tried and been turned away. But when we arrived, we didn’t lead with treatment. Unbound by rigid systems, PSM was able to meet the patient where they were, both physically and emotionally. We spent over 90 minutes simply listening, building connection, and letting them guide the pace. That time and care made all the difference. The patient opened up, allowed us to treat their wounds, and accepted follow-up care—something that had once felt completely out of reach. Later, they shared that what truly healed them wasn’t just the medical support, but feeling seen and heard in a deeply caring, authentic way that also healed part of their heart. Healing moves at the speed of trust—and PSM’s model makes space for that trust to grow.

One of our Peer Resource Navigators has walked alongside a PSM patient for nearly two years, building trust through consistent, compassionate care. In that time, they’ve helped the patient access dental surgery, reconnect with a primary care provider, and get matched with a housing case manager, though like so many, they’re still waiting for a placement. With support from PSM staff and their doctor, the patient also began suboxone treatment, a courageous step that brought greater stability and opened new doors to shelter, employment, and health care. Recently, they told us PSM’s care has been “life-changing”, a reflection of what happens when people feel seen, heard, and supported. They said they’re finally ready for housing not because the system suddenly worked, but because someone kept showing up. PSM’s model built on consistency, collaboration, and trust helped make the difference.