When Ed blogged about his awful outpatient experience at Mass. Eye and Ear in July (he got there for a 2 p.m. appointment with an eye specialist, then kept getting shuffled around until he finally saw the guy at 5:30), he got letters and phone calls of apologies - and promises that next time things would be better.

He reports:

... Today, I am happy to say they kept their word. ... Kudos to Mass Eye and Ear for listening to its patients and actually doing something about its problems.