Discussing worries over the telephone

In this video the nurse discusses Mhairi’s concerns about her surgery.  Mhairi has concerns about the type of surgery she will need to help treat her breast cancer.

The conversation takes place over the telephone.  The nurse takes a moment to check that she has the right patient and apologies that Mhairi may have been waiting to speak to her.

The nurse outlines her understanding of the situation, but spends time gathering information from Mhairi.  The nurse also uses skills to demonstrate that she is listening to Mhairi.  When the nurse summarises what she has heard, she uses the language used by Mhairi.

What does the patient have to say about this interaction with the nurse?