Stanford Blood Draw at Hoover Pavilion

Jesse Rodin

Stanford Health Care strikes again. It’s reasonable enough that they have you check in even when you’re just picking up a kit (i.e., so they can collect a sample). But then they make you wait as much as 30 minutes until someone is available to hand the kit to you. Then you return with the sample. They make you check in again. They make you wait again—even though all you have to do is hand the sample to the person and leave. If you nicely ask if it would be possible to speed things up, they say yes and do nothing, or say the word protocol and do nothing. Their instructions on the kit indicate that the sample needs to be dropped off within 30 minutes of collection. Their instructions also say that you will have to wait your turn. The two instructions are mutually exclusive. The result? A patient experience characterized by waiting and repetition, without the slightest awareness of an individual’s experience. And employees who have been trained to act like robots, not people.

Alex Garcia

VERY GOOD I FEEL VERY GOOD WITH STANFORD