In one word: management. Upper management is notorious for making poor decisions without consulting the people whom those decisions will affect; often they are so bad that the decisions have to be reversed because the fallout turns out to be intolerable. Middle management (mail order department in particular) creates a hostile work environment, harasses employees, berates employees for "drinking too much water" or "going to the bathroom too much." If you are not presently engaged in a conversation with a patient, you're vulnerable to being accused of not working (despite the fact that there are numerous tasks that need to be completed that do not involve conversing with patients).
These are not the experiences of merely one employee, or even of a minority. Employees of the mail order department banded together and formed a petition against the department supervisor for these abuses and others (those who weren't too intimidated to add their signature).
