When I stepped up to the desk - the greeting was disguised as a request for my insurance card, driver's license, and prescription. I stood there silently while she copied it and said "Thanks". I asked how long it would be and the response given was "soon". I asked again for the length of time before I would be seen and she responded as soon as I put the paperwork in. That is a very powerful remark to make - and the very sentiment that stopped me from telling them they were past their 10 minute mark with me.
I returned to my seat and waited. Yes, all the comfort measures were there - coffee, TV, magazines, and a room full of people waiting. It was a little more than 15 minutes later that my name was called by the clinical staff.
As I reflect on this, I wonder:
- What 10 minute period do they want us to measure? Arrival time to registration or Registration to Procedure commencement time or something else.
- Why should I, the patient, have to remind them I am there?
- How could a manager improve the registration process without information about arrival time? The sign in sheet asks for names only
- How should non clinical staff learn from patients/families to be as welcoming and friendly as the clinical staff?
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