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English: When Northgate Health Centre introduced its new appointment system, the staff expected complaints for a week or two. Any change caused confusion at first. The new system, however, was supposed to solve a real problem: too many patients were waiting on the phone every morning, sometimes for forty minutes, only to learn that all same-day appointments had already been taken. The new design looked efficient. Patients could open an app at 7:30 a.m., answer a short series of questions, and choose an available time. The software grouped requests by...
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