A patient is admitted to the same-day surgical center for a breast biopsy. Her significant other, who has just had an altercation with an admissions secretary about their insurance, accompanies her. The patient is met by a nurse navigator who notes that the mammogram and blood work are not in the electronic medical record. The patient’s significant other says, “What is wrong with you people? Can’t you ever get anything straight? If you can’t get the insurance right, and you can’t get the diagnostic tests right, how can we expect you to get the surgery right?” How should the nurse navigator assist the patient and her significant other?