A family member needed an iron infusion, and she had to go to the cancer center to get it, although she does not have cancer. I waited for her in the lobby for two hours, and I observed human interactions. The most interesting was a middle-aged man talking to one of the aides. I could not hear much of what the man was saying. The aide spoke in a loud but nice voice.
Man: blab blab blab for three minutes.
Aide: Yes, of course, but I can't schedule an appointment until after you go back to the hospital's record department and have them send over your wife's medical records.
Man: blab blab blab for three minutes.
Aide: We will schedule a second opinion as soon as you drive to the hospital and have them send over your wife's medical records.
Man: blab blab blab for three minutes.
Aide: We will schedule a second opinion. It's not a problem. We are happy to do it. But you will have to ask the hospital to send over your wife's medical records. You'll need your wife's signature.
This went on for about 25 minutes.The aide remained friendly and courteous, repeating the same message. Finally the man left, promising to do exactly what the aide had asked. Twenty minutes later, the man returned and went through the same dialogue again. The aide never showed impatience.
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