The Wait Time Paradox: How Team Dynamics Transform Patient Experience and HCAP Scores
When one of New York City’s largest hospitals hired me to improve their Emergency Department’s HCAP scores, I took an unconventional first step: I became a patient. My “undercover” experience was shocking. I spent nearly 8 hours in the waiting room, witnessing yelling and screaming—both from patients and between staff members. The physician who eventually […]
