Had to use them the other day to answer a medical question. Held my nose and expected the worst based on anecdotal reports. Someone, not a doc, got back to me after about 5 hours. I used Dr Kendall many, many times over the years and he would call back personally, not his office admin people, and normally within 15-30 minutes. Deduct one point from Harvey Watt.
Rather than take care of my problem, the person I spoke with gave me generalized advise as to how to take care of the problem myself. After many more phone calls to Oke City, I seemed to have resolved my issue. Dr Kendall always had a direct line to someone to resolve the type of issue I had. Deduct another point from Harvey Watt.
Overall, I got done what needed to be done, but it took longer and was more on me than I ever experienced with Dr Kendall. I understand their purpose is to function as 'aeromedical advisors', but Dr Kendall provided a level of service far above that job description (even to the point of calling and making sure I had certain appointments lined up to get my medical back). I hope the new contract is saving the Company a TON of money, because the quality of service has certainly gone down a lot.