The cleaning lady deals with the patient on a human level. She's scrubbing the floor in the room and the patient says, "My son didn't come to visit me today." The cleaning lady smiles and says, "I know how you feel. I know how I'd feel if my son didn't come to visit me if I was sick." The cleaning lady doesn't see the patient as a renal failure or an ileostomy. She just sees a poor lady who's sick.