By Shane Reeves, PharmD, TwelveStone CEO
It’s Not Just the Burger. It’s the Experience.
You’re craving a hamburger and fries. Your mouth waters at the thought of a freshly grilled, juicy burger. You pull into a parking lot where two restaurants claim to serve the “best burger in town.” Curious and hungry, you choose the one on the left.
Inside, you’re met with sticky vinyl seats, buzzing fluorescent lights, and a toddler screaming in the corner. The laminated menu is smeared with ketchup and fingerprints. A disengaged server barely acknowledges you and drops your meal on a wobbly table. The burger is lukewarm. The bun is soggy. The lettuce is wilted. The tomato? Still green. The fries are greasy and undercooked—and the ketchup bottle is empty. You leave with a full stomach but no intention of ever returning.
A week later, the craving returns. Same lot. This time, you walk into the restaurant on the right.
From the moment you enter, the experience is different. You’re greeted by a smiling hostess. The lighting is warm. The air is quiet, filled only with soft jazz and gentle conversation. The menu is spotless, and the server is professional and gracious. When your burger arrives—on a porcelain plate—it’s a work of art. The bun is perfectly toasted. The patty is seared just right. The lettuce is crisp, the tomato is ripe, and the fries are hand-cut, golden, and delicately seasoned with rosemary and sea salt.
You take a bite—and pause. It’s more than a meal. It’s a moment. The flavors are intentional. You feel seen, cared for, valued. You linger, relaxed, and satisfied.
So, what’s the difference? Same burger concept—completely different experience.
This is the difference between a typical Hospital-Based Infusion Center and TwelveStone.
Yes, hospital infusion centers deliver the correct medication. But the environment? Often chaotic. Parking is a challenge. Directions are confusing. Waiting rooms are crowded. Patients—already vulnerable—are exposed to illness and stress. The rooms are cold, both physically and emotionally. The staff, though skilled, are rushed and overwhelmed.
TwelveStone was created to be different. We are the better restaurant.
Patients who have experienced hospital-based infusion often don’t realize how much better it can be—until they walk into a TwelveStone Ambulatory Infusion Center or receive care at home. And when they do, our job is to ensure their entire experience is exceptional. Every time. From the first visit to the final follow-up.
Because at TwelveStone, we believe the environment of care is part of the treatment.
Details matter. Experience matters. People remember how they felt.
Here’s what we do differently:
- Safe, convenient parking.
- Clear signage that guides patients directly to our door.
- A soothing lobby, with the scent of comfort, soft music, and a Bible on the table.
- Friendly, compassionate staff who treat patients with dignity and warmth.
- Restrooms that are clean and thoughtfully maintained.
- Scripture and inspiration on the walls.
- Recliners, blankets, snacks, and Wi-Fi to create a healing environment.
- A small parting gift that says: We see you. We care.
These are not extras—they are essential. Because it’s not just about the medication. It’s about the care around the care.
And it’s working. We’re not just saying we’re better—we’re hearing it from our patients. Every day. With over 1,600 five-star reviews and counting, the message is clear:
At TwelveStone, the experience is the difference.
