I read this article with interest for several reasons: 1. I'm a "Kaiser Baby"--born and raised in the system (my father was a OB-GYN there), 2. I'm a devoted advocate for patient's needs, 3. I'm a nurse and 4. I had a total hip replacement at Kaiser. Wasting people's time is what 'slow learning' organizations do best and will cost them patient loyalty. The lay public cannot decipher between "great" medical care and "ok" medical care so they will assess "goodness" by efficiently, and 'customer service.'... Which matters-wasting time can cause unnecessary medical errors and make patients feel disrespected and unimportant--all things care providers should avoid! …see more