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Living up to your promises

You've seen the warm and engaging television commercials and print ads. The building is new and impressive from the outside. You find yourself actually looking forward to your scheduled outpatient visit in spite of the knowledge that your procedure will be uncomfortable. But after all, the ads all promise high-quality, compassionate care. How bad can it be? As you drive into the parking lot, you are greeted by the valet, who graciously offers to park your car. Impressed by the experience so far, you venture into the building. Moving past the waterfall, sculpture, and grand piano, you approach the registration desk, where three professional-looking women are talking among themselves about some "idiot" who doesn't know how to transfer a call.