few minutes – Pertinent Observations

Discharge procedures

Earlier today, I had gone to help out a relative who had been admitted to hospital, and who was getting discharged today. The procedure was bizarre, to say the least.

A little before noon, a nurse walked into the room announcing that the discharge formalities were being put in place, and asked us if we had insurance cover (we didn’t). She reappeared five minutes later in order to remove the thing through which the intravenous drip and medicines had been administered. We thought it was time for us to leave, and informed people at the relative’s home to get lunch ready. What we didn’t know was that the “release” process would take nearly three more hours.

Every few minutes, I would walk up to the nurse station on the floor, and ask them when the discharge would happen. For the first one hour, they would tell that the bill would be ready “in ten minutes”. Finally I lost patience (my loss of patience doesn’t exactly make me an appropriate choice of personnel to manage discharge, I know) and asked them to direct me to the person who was actually preparing the bill. The bill was ready a minute after I appeared in front of that person, and it had been settled in the next five minutes.

A word here about the billing procedures. The relative’s ward was on the fifth floor, and I went down to the basement (“floor minus two”) to the billing section where I got the bill. I had to then take the bill and walk up to the ground floor to the cash section to make the payment, and once again take the receipt back down to the basement to get a printed bill.

Anyway, I thought most of the ordeal was done and proudly announced to the nurses at the nurse station that the bill had been cleared and they should let us go. But the discharge summary remained, and for the next hour or more, they said it would be ready “in the next ten minutes”. And once it was done, a nurse had to run down to the basement (yet again!) to collect it and get the signature of the doctor on duty. And run back up six floors (in another bizarre policy, hospital staff are forbidden from using the elevators!).

Then there was the set of prescriptions that were delivered to us regarding the medicines we had to buy for the following one week (and I’ll write a separate post on drugstores located within hospital premises). This wasn’t the first time I was helping someone get discharged, and this wasn’t the first time the discharge process took this long. From my own anecdotal experience, and from that of other relatives who I was talking to today, this is more the norm than the exception.

This makes me wonder why most hospitals, without fail, have such screwed up discharge procedures? Is this a matter of such low priority that all hospitals can consistently choose to ignore it? It is not like the amount of work that needs to be done is immense, so I wonder what prevents hospitals from streamlining the procedure? Or, like some hotels do, fix a discharge time so that they can batch process the procedures?

The problem, in general, with people in businesses that makes them feel noble, I tell you, is that they are not willing to heed to advice. And are not willing to question themselves enough. The nobility of their profession, they believe, places them too high to deal with mundane trivialities such as time taken to discharge a patient! And I’ll write a separate post soon on people in noble professions.

On Walking out of a play

Last night the wife and I went to watch what we thought was going to be a play at KH Kala Soudha in Hanumanthanagar. It was supposed to be “directed” by RJ Vinayak Joshi and “starring” among others TN Seetharam, Master Hiriyannaiah and others. It turned out to be more like a talk show, where Joshi attempted to ‘interview’ these worthies, and they came up on stage and sat on a bench and put senti. And talked on, and on, and on.

I’m not saying it was a total ripoff. The band that was playing at the side was pretty good, with the singers having quite distinctive voices and the music also being quite nice. There was this little standup piece by this guy called Nagaraj Kote, which was probably the only part of the evening that lived up to the announced title ‘Simple is difficult’. Then, there was this frequent dialogue between Joshi, playing “naanalla” (not me) and this other guy playing “gottilla” (i don’t know). And they invited this really old couple to talk about their 50-year-old marriage, and they turned out to be quite funny!

Actually, despite some 15-20 mins of senti by Seetharam sometime in the middle, everything seemed to be going quite well. It was 9 o’clock and time for the “play” to be over. And then Master Hiriyannaiah came up on stage. And started talking. And talking. And talking. He was supposed to be taking a dig at politicians, and he ended up talking just like one of them. Rambling on and on and on. And on and on and on. The band had by then gone off stage, else they could’ve played LedZep’s Ramble On and salvaged the evening.

So there was this debate between the wife and I about whether it was ethical to walk out. A few minutes after Hiriyannaiah started rambling, I thought the theatrepeople had broken their part of the contract – as long as they were within the time that they advertised, they were good. And we were obliged to hold up our end of the contract. But once they overshot, I felt no need to hold up my end of the contract, and having given them the gate money, and my promised 90 minutes, I was now free to walk out.

Of course, I wasn’t going to do something outrageous – like shouting or screaming or talking on my mobile or anything else that might cause disrespect to the performers. All I wanted to do was to walk out.

The wife, on the other hand, felt it would be insensitive on our part to walk out, and that it too would amount to disrespect, and we ought to stay till the end of the show. Her thinking reminded me of what happens in an interest rate swap when one party goes bankrupt – the counterparty is obliged to continue paying it’s share of the swap, and hold up its end of the contract.

I think there’s merit in both sides of the argument, and I kept debating that as I waited until the end of Hiriyannaiah’s rambles when I really couldn’t take it any more and I walked out. So what do you think of this? Do you think it’s ok for performers to expect perfect behaviour from the audience even after they’ve not held up their end of the contract? Do you think it’s ethical for people to quietly walk out of a play that they’re not enjoying at all, as a means of protest? Don’t you think it helps having this part of the feedback loop?

Comments, please.

The Non-Deliverable Email

This morning I happened to annoy my would-be-missus so much that she sent me a stinker of an email threatening me with dire consequences. However, unfortunately (?!) she had used the word “shit” and had sent it from her corporate mailbox to my corporate account, so the email never reached me.

She spent a few minutes of the next few hours wondering why I hadn’t reacted to the stinker of her email, and then decided to concentrate on her work instead, and cooled down in the process. I, completely unaware of the email and the dire consequences it threatened (the mail never reached me), too took a while to cool down, then decided to concentrate on work, and proceeded to attend a series of random presentations.

So when we talked in the evening, all was cool and peaceful with the world. We spent a couple of minutes talking about the non-delivered email, and the events leading up to it, and proceeded to talk about more important things in the world.

So, ladies and gentlemen, I hereby present to you the non-deliverable email. The exact technology I haven’t figured out (and who knows, it might have already been invented, given my luck with these kind of insights) but this is something more foolproof than a corporate email profanity-blocker. This is basically designed for email that you would send in the heat of the moment and then regret later on in life. It is designed to make you think thrice (not by making you solve simple arithmetic, like Google announced with their drunk email policy) before hitting the send button. It is designed to go into some suspense account somewhere in the world, and never reappear.

I think a large portion of (personal) emails that are sent are later regretted by the senders. Ok not a very large proportion but significant enough to make my product a success. So the option of non-deliverable email means whatever you yell out in the heat of the moment (no pun intended) is never heard!

There are two loopholes with this, of course:

1. When you are angry and want to yell at someone by email, you are surely not in the right frame of mind to mark the email as “non-deliverable”. A different mechanism might need to be put in place to make you more discrete
2. Sometimes when I’m angry and send out angry emails, I expect a quick response, else I get angrier. Non-deliverable email would prove counterproductive for people like me. However, I think in the medium to long run it is useful.

However, if this technology comes into place, it would make sense to extend it to text messages also. The immediate reason for the would-be-missus’s annoyance this morning was a series of fitful text messages that I sent her, that I’ve been deeply regretting ever since. If only I had marked those text messages as non-deliverable..

Yet Another QLC?

An article I was reading on Cricinfo a few minutes back had this line:

Taylor sat quietly beside his captain, no doubt trying to soak up the moment.

Thinking about it, I realize it’s been a long time since I’ve had such a moment. A moment which had a sense of achievement, where I just sat, quiet, trying to soak up the moment. It’s not that I haven’t felt this way before; it is just that this kind of thing hasn’t happened for a long time. And looking forward, there doesn’t seem to be much scope for this kind of a thing.

It seems like life has been reduced to short occasional moments of intellectual wankery, and nothing surronding them. Life seems to have become, to an extent, mechanical. It doesn’t seem like there is anything on the horizon which will give a sense of achievement. It seems like whatever good I will do will be slow and incremental; like an innings by Shivnarine Chanderpaul; rather than like a hostile spell of pace bowling by Jerome Taylor.

I’m only twenty six, and occasionally I have trouble convincing myself that I’m ONLY twenty six, and that twenty six isn’t that old, after all. When this brought up in conversations, most people like to comment that it is time for me to get married. I’m not sure if the tenure matching on that is right. Apart from perhaps one “achievement moment” when I finally end up successfully pataofying someone, I don’t see how that will solve the problem that I have described here.

Thinking about it yet again, I wonder if this “achievement model” is faulty and unsustainable, and if I should reorient myself to work towards incremental benefits. Kodhi (ok before I forget, I should credit him for the discussion that led to this post) said “Tendulkar of 98 is not the same as Tendulkar of 08”. It was a poignant comparison.

Maybe a time comes for everyone – when this time occurs is not a matter of importance, and varies across people – when ticking off achievements is not the priority, and priority is to just go on and do one’s duty (which, in Tendulkar’s case, is to play excellent cricket, and win matches for India). It is not exactly an encouraging thought, but is probably true. What do you think?