Nurses and receptionists at UHS do not receive sensitivity training, doctors note. Bonita A. McCormack, the director of nursing, suggests that such training is something every nurse picks up in regular training.

"Maybe the expectations do vary," says McCormack. "We look at criticism very carefully to correct and do whatever is necessary. And every critique that reaches us we sit down and analyze."

One sophomore says she was shocked by the insensitivity she found when she went into UHS last fall after feeling tired, sleepy and rundown.

"Instead of listening to what I have to say, the nurse practitioner goes into a fit. She says, 'You Harvard people get on my nerves, and one little thing goes wrong, you think you have a disease."

"I just feel there's a general lack of concern," the sophomore says.

While doctors say access should be improved, they say students are wrong to impugn their motives.

"I think it may just be the nature of people when they're sick or not feeling well that perceptions are skewed," says Dr. Ronald B. Matloff, chief of dermatology. "There's an advocate for these gripes, and I've been called up to the advocate to explain what happened on some occasions."

But some students say the patient advocate, Kathleen Diaz, is not easily accessible herself.

Christopher Garofalo '94 says he spoke with Diaz about the immunization therapy he was receiving. Diaz said she would investigate and get back to him, but she never did. Diaz did not return phone calls asking about the matter.

"Here she is, saying we welcome all criticism and complaints," says Garofalo. "But she wouldn't even call me back."

This lack of responsiveness has led some students to seek care elsewhere.

Michelle C. Sullivan '96 says that when she was given a electrocardiogram for a possible irregular heartbeat, she was promised test results the next day. But UHS never called. After two weeks, she went in and got the results herself, but the experience left a lasting impression.

"My mother lives in Cambridge, and I've already had her seek me out a doctor outside," Sullivan says.

A Harvard police officer, who is sometimes charged with transporting students to UHS, says he himself has had numerous bad experiences at the health services.

"Sometimes students ask me whether they should go to UHS or Mt. Auburn," says the officer. "I say, if it were up to me, I'd avoid UHS."