"And if you talk to ex-patients, one of the things that struck me is it is virtually universal that people who have lived in institutions, when you talk to them about their experiences there—without prodding them or anything, it's just a matter of fact they'll tell you about being abused while they lived in institutions—and it's not just bad places, it's any place."

Staff Issues
"We expect these direct care staff to have the wisdom of Solomon, the Patience of Job, the caring of Florence Nightingale, for the wages of a janitor, and then we're surprised when they don't meet our expectations."