It doesn't help that hospital systems tend to be garbage at customer service, so the person's been told to wait an indefinite (but always very long) period without any indication of how long it'll be, and asked to tediously fill out the same information five different times on five different pieces of paper and iPads, all while feeling terrible, before they finally snap at a poor nurse who isn't to blame for their hospital being an uncaring money-making machine with little regard for humanity.