A、Patients are directed to urgent care facilities. B、Patients are forced to go to emergency rooms with no excuse. C、Doctors are

If you ever felt like your doctor was trying to push you out of the examination room before you had a chance to explain your condition, you are not alone.
    A new study from the Mayo Clinic shows that most people agree on what makes a good doctor and it definitely isn’t one who hurries through a visit.
    A doctor’s skills can affect a patient’s emotional response and recovery very positively or very negatively, a research shows. Based on the new study, which surveyed 192 patients, it can be concluded that a model doctor should be confident, sympathetic, kind, personal, forthright, respectful and thorough.
    "What every patient wants is a doctor who pays them personal attention," said James Li, a doctor at the Mayo Clinic Division of Allergic Diseases. Li is helping to develop programmes for teaching doctors how to strengthen their interactions with patients.     "It’s really the duty of the medical community to design a better health care system, so that doctors are able to exhibit those qualities for the good of the patients," he said.
    Many patients nowadays are directed to urgent care facilities or, for lack of good insurance, forced to go to emergency rooms for problems that used to be handled right away. In either case, waiting time can be hours and actual facing time with a doctor might be just seconds.
    "The days when doctors remembered their patients’ names might no longer exit, but medical schools can fill in this crack by incorporating the seven behavioural things into their training," Li said.
    "If patients have opportunities to tell their stories, to be asked questions and have the doctors describe understanding of what has been shared, it leaves them feeling like they’re heard," Li said.
Questions 19 to 21 are based on the passage you have just heard.
19. Whose duty is this passage mainly concerned about?
20. Which statement is the right doctor’s behaviour?
21. What can be inferred from the passage?