Katherine - I'm also the type that hesitates when making calls. When I had a bunch of concerns about some Robotic surgery for hysterectomy, I just put all my concerns and questions on a fax form. (my word program had a bunch of styles to choose from) and then took it to Kinko's and faxed the questions to my doctor. The next day I got a personal call from my doctor and he went through answering every question! He also said he wished all his patients could do that. Whichever you decide to do, either phone or fax, just know that your health is very, very important, and your grandson is absolutely right - they are there to help you and that's what they get paid for. Good luck with everything!