Pretty good assessments!
I'd just like to add that many companies/clinics/corporations 'out there' are not only short of trained professional medical staff, options for the treatment of mental illness, and 'beds'--but they also seem to be short of support staff like receptionists.
The shortage of receptionists leads to the attempted reliance on technology to greet, sign-in and gain information from incoming customers/patients who arrive with illness. Or is it actual shortage of labor?
It might be a conscious choice on the side of managements to reduce staffing costs by replacing the human touch with the virtual technology exemplified in your 80 year old friend's experience. Sometimes the digital world helps us and somtimes it fails us.
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