This is an odd angle, but I have had some success for patients that I have cared for. While dealing with the "folks" make sure to get their names. Then during the conversation, make sure that they know that their name will be placed with yours on the documentation about the disease and the situation that you are dealing with. Somehow it creates a picture that will carry with them to their pillow at night!?!! Although most are probably caring people, many people, when allowed to work outside of the boudaries of emotional responsiblity, will choose to be guided by the comforts of the mechanics of the institution. Bringing it home to the name, the symbol of the person, side by side with another, sometimes softens the edge. ( I have been working on my documentation of complaint to the kaiser system...can you tell!

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