We have learned to ask questions in ways to get responses and to use words they understand. We tell them what we are going to do before we do it.

We try to break it up. Sometimes they can't handle it all in one sitting.

Parents can read it to them in advance so they will know what to expect.

Every first visit isn't always the greatest, but eventually they realize that we're here to help them.

I love words ... so I can be a sucker for eloquence. Sometimes I assume that there is substance behind the words. Sometimes I am right. And, sometimes I am wrong.

I know from being a doctor and being a patient, when you hear the words 'You have cancer,' your whole world turns upside down. Your mind starts racing that you have to get to treatment the very next instant. You have time to catch your breath and realize you need to seek out additional options.