Anna (p. 2): “You know in advance that it’s not going to be an enjoyable experience, and you take that into account, but still … all that waiting, the whole process takes so long, it’s just very frustrating.”

Anna (p. 13): No, I don’t think I really felt like that. Of course, it’s disappointing but you develop immunity to disappointment.”

Bertha (p. 4): “Such a range of different feelings. Angry one moment, sad the next, and finally indifferent―you just say, well that’s how it goes.”