I have noticed that customer’s reported pain levels correlated with increased wait times. Management of wait times, I believe that this is an important factor in improving patient and customer satisfaction. I intend to illustrate this with a review of my experience.
I have over twenty years of successful history in health care leadership and entrepreneurship. I led an organization to the top 2% in physician satisfaction as measured by Press Ganey, a renowned auditor of customer satisfaction in health care.
My first observations on patient’s perception of satisfaction based on variation versus averages occurred when I owned and operated a physical therapy clinic.