What you want when you or someone you love is sick is a caring human being on the other end of a telephone line. You don't want voice-mail. ("Press your party's extension, now.") You don't want to be put on hold. You don't want to be told that the doctor returns all phone calls after 5:00 p.m. and doesn't have an opening until March 13. You want someone to listen to you, to advise you, to treat you as if you matter…