Taking the service out of a service industry?

Maybe, I am becoming a cranky old man, but sometimes I miss the old days. Many years ago, when I was a young dental student I  filled up the toilet with what appeared to be bright red blood. I made several frantic phone calls and was  referred to a surgeon who then sent me to a rather gruff internist " Lawrence Horowitz "

Over he next 25 years he supervised my care ( I was diagnosed with ileitis ) and I can truly say that I owe my life to him and doctors he referred me to. Although he could be rather matter of fact about my health problems, when I needed help, he was always there and had the time to advocate for me with other doctors and the hospital. He owned his own practice and had fees that sometimes exceeded what my insurance would cover, but he was fully committed to my care.

When he retired I had to replace him with two separate doctors: a gastroenterologist and an internist, but I can't say that I really replaced him. Now when I call my gastroenterologist more often than not I get a recording that prompts me to leave a message. My new gastroenterologist  is very good , but he is an employee of the hospital and is kept so busy that he is unable to function the way that Dr. Horowitz could. Medicine and dentistry are service industries where outcomes can be dependent on both the quality and the commitment of service providers. More often than not success depends on it.

About the author: Lawrence Spindel DDS is a dentist in New York City, who has has maintained  a general and cosmetic dental practice for over thirty years.