(Originally published on
www.hospitalimpact.org)
I recently had an opportunity to be a healthcare customer and, like each other time, learned a great deal.
As my wife and I entered the facility and got in the long check-in line, we noticed a packed waiting room of nervous patients. Upon arriving at the glass "bank" window that separated the check-in employee from the patient, I was coldly handed some paperwork to complete and directed to find a seat.
My wife and I eventually did find a couple of empty seats and again made note of the number of people gathered in mass for the same procedure. Part of me said, "Great, clearly this is the place to be." They perform high volumes of this procedure and thus must have perfected the process.
This thought did not last long.
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