After Ms. Ryan's psychotherapy session, I stopped at the nursing station and asked the nurse for the name of her aide. The nurse pointed to a uniformed woman right next to me, who turned and asked me with hostility, "How do you know it was me?" Surprised, I responded, "I just wanted to tell you Ms. Ryan was really happy with how you did her hair today. She wanted me to thank you for her." The aide appeared stunned. The nurse commented, "We usually expect complaints, not compliments."
Marketplace and policy changes will place unprecedented pressure on providers to diversify and expand how they do business, according to panelists at a skilled care program in Los Angeles.