PM Pediatrics
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Dr. Christina Johns
Senior Medical Advisor, PM Pediatrics

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  1. Patients In Busy Doctors Waiting Room

    | General Medical, Healthcare Resources, Other

    ‘What’s Taking So Long?’: The Patient Experience and Wait Times

    Many healthcare places have someone assigned to oversee “the patient experience.” Patient experience is the currently acceptable term that we use to describe customer service, because in medicine we aren’t really wild about the concept of our patients being customers. Many people feel like that service term cheapens the sanctity of the doctor-patient relationship, and that definitely resonates with me. Look at me- I’m getting off-topic already- back to the person who is in charge of the patient experience. Difficult job. I mean, you have to be classy all the time and deal with complaints and people who are unhappy about their experience. Can you imagine? Tough stuff. I have mad respect for the service/experience person in every company. Anyway, in my organization, I do not occupy that role. (Insert smile) I try to be accommodating, courteous, and compassionate when I’m caring for children and families, but I’m not an expert at determining what makes […]

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