On the point of SOP then that has to be down to culture and modus operandi of the education system, much as 07 has allured to. You read, you remember, you transcribe. Rather than what we western educated understand learning as being; a tool to question, investigate and improve. With the former, it would need a major change in culture to see any hope of "real time" understanding to cope with situations of reasonable non compliance with the SOP.
In regard of problems in the Health departments psyche per sea then my recent experience at QMH seems more relevant to understanding. Final check up 11 am appointment, arrive early and wait, wait, wait. surrounded by more the 100 old, frail and sick. All suffering in silence. At 12 I asked about the delay and was told - soon soon. Mmmmmmmm - the Boris in me rebelled and I chased the manager to no avail but was told they where still seeing people from the 10:30 " allocation " .
Not happy with that so sought out ( after being fobbed of to the Public Relations Department ) the head of clinics manager, a nice lady who informed me that the booking system could have up to 50 patients allotted to any 30 minute slot !!! She knew the problem was wrong but her bosses ( professors all ) having set upon a regime of having to report statistics of people seen and not waiting times reduced and efficiency improved .. had a major case of deaf ear. The SOP was the SOP.
Its not as if all of this is exclusive to the public sector either. My wife's recent private health system appointment in a pre natal clinic resulted in an hours wait also. Complaint just resulted in another " soon soon ".
Long story short ... any change in seeing improvement in this culture for " non critical care " is going to be achieved after a cold day in hell. So bring a warm coat, clear you appointments for the day and bring a big book to read .... even if your visa is properly entered.
I am surprised the ladies story even made the paper. Must have been a very slow news day.