This change has coincided with a sharp increase in the number of patients who are upset by the time they speak to her. On a typical day, as many as a third of her almost two dozen triage calls are with patients who have struggled to access appropriate care.

This seems like it's working, actually. Similar to automated Amazon warehouses experiencing a seemingly paradoxical increase in injury rates compared to non-automated ones.....it's very possible this is simply selection bias and the patient triage overall is improved greatly.