I got a deeper understanding of Susan's idea of the bi-directionality of care from the stories Melissa and Tim told from their work: Melissa telling her staff that she's "bringing something today" but not saying what, creating a buzz of curiosity about what crazy thing she'll do, wig, costume, whatever ... Tim's story of meeting with the CEO to speak up for common sense ... and calling me on picking up the word "ownership" which he saw was becoming a cliché (!) ... and being prompted by Carl Hammerschlag to tell the story of the fishing trip for veterans Tim organized and his—Tim's—emotion on being called by one of the vets a hero. Giselle's emphasis on atmosphere—loving, friendly, colorful, creative atmosphere—as the missing component in Austria's health care system stood out for me as important. Just before everybody packed up and left the museum, who was it who insisted I hear Lourdes sing, since I wasn't in the Idea Jostle group on music as healing? —which led to song offerings from Bruno and Dr. Ana in Portuguese, me bringing Phil Ochs, Beth's Come Home ... ?
—Mark Enslin