you know-- >> alfonsi: really? that doesn't bother you?on: it used to. >> alfonsi: yeah. >> anderson: it used to bother me really bad. i mean, i've-- i've cried before at some of the names i've been called, by family members, by patients. >> alfonsi: does anybody who's not in that room, in that hospital, understand, truly? >> anderson: i tell my mom all the time, "i wish you were a fly on the wall for one shift." but until you can get somebody who goes through it with you and has a patient pass in one room, and then the next patient's on their call light, saying, "you forgot to bring me my water. you told me you would 45 minutes ago." and you put on a face and you say, "yes, ma'am, i'm so sorry. i'll bring you that water," knowing that you are about to cry-- you are about to let it out, but you can't. >> alfonsi: we got a sense of that when we met krystal totten. she works with patients who need ecmo, a machine that oxygenates blood outside the body, and is used when lungs are too weak to do the job. last september, a fellow nurse and frie