Terry has yet to indicate whether he understands - or even empathises - with why JWs would decline his chaplain care. It is as if he just wants to know how to "serve them better". As I initially said, there is a bit of a patronizing tone when what would be welcome is his saying, "Okay, I see where the JWs are coming from and I respect their decision". Period.
I recall when I was a young JW, a peer of mine shared with me his faith (he was a 7th-Day Adventist); he said he just wanted to help me, even quoting the 7th-Day Adventist "motto" ("We serve you for the Lord"). I said to him that, while I appreciated his kindness, I did not want him to 'serve me' at all. He appeared to not comprehend my answer and even seemed offended. I always wondered why he couldn't just respect my wishes. If the encounter were reversed and I had witnessed to him about my beliefs and he said, "No thanks", I'd immediately get it and move on. I certainly would not try to go in for a second round and ask why was he saying "No" and explain myself to him.
Terry's question reminds me of that earlier encounter, suggesting that he may be rather new to his role and has a lot to learn about simply respecting patients' wishes and leaving it at that.