“Yes.”
“Not medical priority.”
“I know.”
“Then why does reception have a note saying management must be called before refusing any VIP request?”
Richard said nothing.
Maya stepped closer.
“Why?”
“Because several incidents escalated.”
“Meaning clients complained.”
“Yes.”
“Meaning staff said no.”
“Yes.”
“And management taught staff that ‘no’ was dangerous.”
Richard’s face tightened.
“When you say it like that—”
“How else should I say it?”
He looked away.
Maya continued:
“You know why I built this company?”
“Yes.”
“No.”
She shook her head.
“You know the story we print in annual reports.”
“That’s not the same.”
Richard looked at her.
Maya sat finally.
“My mother cleaned hotel rooms.”
“You know that?”
“Yes.”
“She had a dog named Benny.”
“A brown mutt she found behind a laundromat.”
“When Benny got sick, every clinic wanted payment before they would even explain what was happening.”
“One doctor finally sat with her.”
“Not because she had money.”
“She didn't.”
“Because she was scared.”
“That doctor was why I applied to veterinary school.”
Richard listened.
Maya continued:
“I started the first hospital because I was tired of watching people decide who deserved patience based on money.”
“So when a celebrity walks in and staff become afraid to say a bleeding dog comes first…”
Her voice hardened.
“…we have recreated the exact thing I built this company to oppose.”
Richard closed his eyes.
“I know.”
“No.”
“You know now because I’m sitting here.”
“You knew policy before.”
That distinction silenced him.
A knock came.
Jordan entered.
Beside her stood a man Maya had not met yet.
Forty-three.
White.
Expensive navy suit.
Hospital operations director.
Eric Vaughn.
His face was pale.
“Ms. Brooks.”
“Maya is fine.”
He sat carefully.
Jordan remained near door.
Maya gestured.
“Sit.”
Jordan did.
Maya looked at her first.
“What happens when VIP clients complain?”
Jordan glanced toward Eric.
Maya noticed.
“Again.”
“Don't look at management.”
Jordan faced her.
“Usually the shift supervisor is called.”
“And?”
“If the client has the gold flag in their file, we're told to accommodate.”
“Define accommodate.”
“Move them ahead if possible.”
“Possible medically?”
Jordan hesitated.
“Sometimes.”
“Sometimes what?”