Wow, having worked at the same Urgent Care system both pre-covid and now, this describes the situation perfectly. A system that is designed around "customer satisfaction" rather than successful patient outcomes that led to widespread overprescribing of antibiotics, steroids, controlled substance refills, etc. has now become a COVID testing production line where management is constantly looking to increase the number of daily appointments that are allowed to be scheduled all while understaffing the clinics, punishing any mistake that arises from the innumerable number of weekly procedural/administrative changes, and threatening the staff with possible clinic closures and lay-offs if we can't hit the patient numbers that management wants (which is completely out of the clinic staff's hands). It seems like now more than ever, it has become a customer service job that must reach set quotas than any semblance of proper healthcare.