When TLC Doesn’t Satisfy Patients, Elite Hospitals May Pay A Price

By Jordan Rau, Kaiser Health News / In collaboration with The New York Times

“I’m a great kvetcher,” said Pearl Schwartz, sitting in her hospital bed at NYU Langone Medical Center.

Indeed, during her brief stay to receive a pacemaker, Ms. Schwartz, an 88-year-old retired state worker, had a litany of complaints. Sure, the nurses were “splendid, warm and kind” and sang in her room — and her operation went off without a hitch. But her sink was too small, she had to wait eight hours in the radiology unit for an X-ray, and no one brought her anything to read as she had requested.

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