Critical Incident Issue -- Level of stress in the waiting room for XYZ Clinic. Only frequencies of 2 + were noted and only those with importance level of 1 (extremely important) or 2 (important) were noted.
Type of Incident
Frequency
Importance
Excessive wait time (> 30 minutes)
4
1
Atmosphere of waiting area pleasant, chairs comfortable
3
2
Regular interaction with reception; realistic expectations
3
2
Resources while waiting; magazines, Wi-Fi, television, etc.
2
2
We are aware that a sample of 4 is not large enough to be statistically inclusive of a larger population. However, based on dialog within the waiting room over a number of days, we did come to the conclusion that many of the patient's in the waiting room had similar opinions. Further, we believe that further analysis would show that there was a deeper and broader set of expectations and experiences that might go far to improve service and patient expectations at the clinic.
Discussion/Analysis- The waiting room experience is stressful...
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