Barbara Lewis wrote Joan’s Family Bill of Rights about her sister’s last days in the ICU. She focused on the hospital staff’s poor interaction with patients and family members. The document offers suggestions for improving patient satisfaction (www.JoansFamilyBillofRights.com). Examples: 1) Don't say, "I suck at IVs." 3. Before you raise the bed or begin a procedure, describe it to the patient, so there are no surprises. 6. Don’t dismiss the family’s involvement as meddling in your work. 8. Know that every word you say in the room, despite the appearance that the patient is sleeping, may be understood by the patient. Co-host Chris Jerry, www.emilyjerryfoundation.org. Joni live M-F at 2:00 p.m. ET on www.W4CS.com. www.JoniAldrich.com