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1. Nurses Do It Better
2. Situated Knowledges
3. Complaints Marked as Social Psychological: The Medical Consultation
4. Complaints Marked as Social Psychological: The Nursing Consultation
5. Complaints Coded as Medical: The Medical Consultation
6. Complaints Coded as Medical: The Nursing Consultation
7. Institutional Patterns of Interpretation
8. The Politics of Location
Epilogue: Making Health-Care Policy.

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