The Difficult Consultation

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Gunny

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So I've got an essay exam in a few weeks in Pediatrics. One of the commonly asked questions is usually a social question along the lines of "The Difficult Pediatric Encounter" or somesuch.

It's usually something along the lines of "Janene is a 4 year old girl who has been just been diagnosed with [x] chronic condition. Her parents come to see you about this, and you are aware that they feel quite let down by the system/angry that this wasn't picked up earlier" or something similar.

I'm stumped - apart from explaining the diagnosis to them in a calm way, and not using jargon, there's not much else I can think of to say. Explain to them why the subtleties of disease [x] meant that it wasn't picked up earlier? Acknowledge their anger? Apologise? Don't apologise?

Now normally when I see people posting for academic help here I'm normally the first one to think "Do your own homework". But this needs the nuanced insight that only a pediatrican can give - any and all opinions welcome. How would you handle this consultation?
 
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