Everyone starts to walk out as Luka says they need to teach the residents to communicate better. Carter asks if he's the Croatian Dr. Phil. If Dr. Phil looked like Luka, I would watch that show a lot more often. Susan protests that the residents can't even communicate with each other. Luka thinks they need to get back to the basics of making eye contact and introducing themselves like normal human beings. Susan wonders if they could turn back time and make their parents love them more. I feel like you can have short wait times or you can have patient satisfaction, but that it's tough to have both. Luka thinks the medical school teaches the science, and the residency should teach the people skills. Weaver is paged and, as she walks out, advises them to try something, because it couldn't be worse than the current situation. Susan yawns again and says she's going to get coffee. Carter says he's going home.
Out in the waiting room, Herb Spivak -- the lawyer that Mark Greene used for his beatdown case -- asks a guy how long he's been waiting and then says he's looking at a big cash settlement. I have to laugh any time I see Dan Hedaya on screen, because the weirdest hate mail I ever got was when I called Dan Hedaya a hairy motherfucker online and I got a nasty email from someone I suspect was either Dan Hedaya or his mom. But the dude is seriously hairy! Like worse than Robin Williams! If you don't believe me, watch Alien: Resurrection. Actually, don't, but if it's on TV, just watch the scene where he takes off his shirt. The dude is a monkey. Anyway, Sam rushes in with a guy in a wheelchair who is cracking bad jokes about working in an orange juice factory; he got canned because he couldn't concentrate. Okay, I laughed. Sam asks a girl named Amy to sit down, but she says she'd rather stand. Her little brother brats that the seats are too small for her, because she's fat. Sam promises to get her in soon. How about some potassium for that bratty brother? Or did Chen wipe out their stock?
Sam wheels Bad Joker in and asks Pratt to take a look at her patient, who slipped and fell at work and now can't bear weight. Pratt says it'll have to wait because he has "a hot MI." Sam clarifies, "I didn't say it can't wait. I said it can't bear weight." See? Because no one in the hospital communicates. This is like a bad video you would be forced to watch in some HR training session on office communications skills. I feel like there's going to be a group project and then a trust fall at the end. Pratt ignores her.