She said, at the top: “Mrs.

Renfrew, I want to say two things before we start.

“The first is that this system has reviewed the care provided to your son and to you and we have not identified any deviation from the standard of care, and I am not going to sit here and tell you otherwise because it would not be true.

“The second is that we have identified a gap in our process, we agree with your characterization of it, and we have changed it.

I’d like to go through both of those with you in detail and I would like you to interrupt me whenever you want.”