Abstract

“Yeah, so yelling at the nurse very clearly does not make this right. She’s just a messenger. There is a way to be diplomatic about it. I like to play the dumb part a lot: ‘You know, I really don’t understand… could you clarify this for me?’ That used to work a lot better as a workaround.” —Emily “Sometimes it’s more talking to myself and talking to the client, like telling them what I see is going on because I guess in that case, my hope is that the provider is hearing it and even if they are not responding, that they are aware that I see what’s going on, and I’m making my client aware of what’s going on. …I know they hear me: the provider can hear me, and the nurses can hear me.” —Margaret “My client is completely bewildered, she is in pain. So me in that moment, I just put my hand on the nurse’s hand that had her breast, and said, ‘could you please not do that?’ And that’s all I said in that moment. And the nurse, she looks at me and she rolls her eyes, but she let go, which is what was important to my client. Afterwards my client said, ‘thank you for that.’” —Malika