I’ve been to our brand new local health centre for some blood tests today. I’m pleased to confirm that despite rumours to the contrary, it is definitely blood that flows through my veins. It took a while to find out mind you.
Queue Number One: The queue where you wait to be given a queuing number (I kid you not). Then you move to…
Queue Number Two: The queue where you wait to be called through in groups of ten. Then you move to…
Queue Number Three: The queue where you wait to be called for your blood test.
This place opened at the end of May 2012, it’s supposed to be state of the art. There are electronic signs telling you what time the next train leaves the local station, scrolling news updates and even what temperature it is outside (like I haven’t figured that out on the journey there..?). And the NHS has designed in a queuing system the Victorians would be proud of.
Progress matters, it’s a powerful motivator. The illusion of progress? Well that just makes my blood boil.
It never ceases to amaze me how my industry (healthcare) can make some of the most simple processes ridiculously complex, regardless of which side of the Atlantic you happen to live.
Cheers Doug!
Thanks Jay. And I wonder how the staff feel having to ‘administer’ something so clunky? Behind every lousy customer experience sits a bunch of disenfranchised employees, and that’s what really bugs me! I’ll be talking about some of this stuff in Ohio.
As always your visit here is most welcome.
I bought a book in Soviet Russia many years ago. There were only two queues. QED.
😀
Doug, it makes me wonder how they decided that three queues was the optimal number. When they designed the process they surely thought hard about this. I have a difficult time thinking that three queues happened by accident. Clearly they felt that three is superior to, say, one and if three is good, wouldn’t four be even better? I’m pretty sure that with a little effort, they could even get a fifth queue in there to really speed things up. 🙂
I’ll let you into a little secret broc. After I had given blood I went to the front desk to ask about a medical referral I’d been waiting on. I saw the doctor on July 4th and figured maybe there’d be some progress due by now. So I asked to speak to the doctor’s secretary for an update. I was told it was not possible for me to speak with them there and then but if I went home I could call and get put straight through. I just don’t geddit!
It sounds like they studied logic, common sense, and customer service from the Department of Motor Vehicles. I can only imagine the private hell that the employees suffer through each day. How much of your soul does the job have to suck out of you before you can deliver those comments with a straight face?