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Key words and phrases nurses asked to say

By Liz Kowalczyk

 |  Globe Staff  

  March 21, 2012

Hospitals and health care consultants are training nurses and other caregivers in customer service, which sometimes involves giving them key phrases and words believed to increase patient comfort and decrease anxiety. Some nurses unions oppose the practice, saying they are being asked to follow scripts that feel insincere and override professional judgment. Here are some typical phrases suggested to nurses.

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