The recent euphoria surrounding the positive effects of preventative measures with people with impaired glucose tolerance or manifest Type 2 diabetes is rarely reflected in the experience of the health-care professionals working with people with diabetes. Despite efforts to advise and inform, there is very little lasting change in health-care behaviour. Many health-care professionals report feelings of frustration and anger. They often describe the people in their care as 'difficult'. Many carers show symptoms of provider burn-out; their initial attempts to help are replaced by resignation and emotional distance. In order to understand this phenomenon, Susan Woods-Büggeln takes a close look at the process of communication between health professionals and people with Type 2 diabetes.