Patients often complain about rushed doctor visits and, of course, the cost of medical services. But a number of studies in recent years highlight a different concern: whether as a patient you actually experience kindness when receiving health care.

And being treated with basic courtesy and compassion – especially while undergoing medical distress – was rated in one survey as the most important factor when a patient chooses a provider. In this Humankind documentary, we examine that challenge, from the perspective of both health care professionals – often serving in a stressful environment – and patients who come for help.