Doctors and nurses vs. administrators on patient satisfaction. Who’s right?

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I’ve been volunteering in an emergency department of a Southern Californian community hospital for five years. I clean gurneys, stock shelves, provide support for RNs and EMTs and translate for Spanish-speaking patients. Since my job requires minimal intellectual effort, I’ve had considerable time to observe the staff and contemplate the inspiring work they do.

I’ve watched them perform heroically with sick babies, …

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