When I worked at a clinic in Texas so many people who came in there were just like this. There were a lot of doctors at that clinic but most of the patients were suspicious of Dr. Yap when they heard his last name. True story. And they griped exactly like Betty Butterfield does. "My complaint is that y'all take too long and you cost too damn much. That's my complaint. And yall's secretary is ig'nrnt." This is so dead on!