Background: Debra suddenly felt something wrong with her eyes. Understanding that it would be impossible to see her family doctor on an early Saturday morning, she got into a car and rushed to the hospital. Process description: When she arrived, she looked at the time. It was $7$:$40$ am$.$ She walked into the ED$,$ and a receptionist asked her to fill out a form, writing down her first and last names. The receptionist entered the information in the system, and gave her a number: $189.$ She looked around and found the sitting area was empty. She was hoping for a short wait. Then Debra heard a call of her number and followed the instructions to go to room $2.$ She quickly stood up and walked to the room, where Nurse $1$ was sitting in front of a computer. She signaled Debra to take a seat beside her. After Debra sat down, she explained the procedure, Morning! I will take your blood pressure and ask you a couple of questions. Okay? Debra nodded. When Nurse $1$ finished. Debra went back into the hallway with a wristband around her right wrist. Then she heard a call from her number again. She walked to the receptionist, where her contact information was taken. It took about five minutes to register her information. She was called again and then led to one of the waiting rooms inside the ED$.$ She waited in the room. Then, a doctor came by$.$ His name was Jeff. He asked Debra a couple of questions about her symptoms and examined her eye. It took about $15$ minutes. Then the doctor said that a specialist was necessary, and he left the room. Debra was led to another room to wait. During the wait, the doctor wrote a referral and asked Nurse $2$ to contact the specialist. After waiting for some time, Debra heard a call of her name. She was given a referral for an eye specialist and then let