Imagine that your child is not hearing well. You have been referred to the Callier Center where your child’s hearing will be tested. As you approach the building, you’re not sure exactly where the main entrance is located. When you circle around, you find patient parking and anxiously prepare to enter the building. You feel confused when you enter because there is no receptionist to greet you and point you in the right direction. In fact, there are three different ways you could go. You see stairs to your right and a few people seated, so you walk up the stairs holding your child’s hand. As you climb the stairs, you notice a security guard assisting a person in a wheelchair into a machine that you realize is an old elevator lift that transports patients to the next level.
At the top of the stairs, you see a long room that appears to be a waiting area. As you walk through the area, you notice that the furniture and carpet are quite outdated. Finally, you notice a room behind a window that seems to be reception. Still, you wonder if you’ve come to the right place. You have heard that the Callier Center is a world-class institution with renowned clinicians and researchers, however it does not have that appearance.