Patient dissatisfaction often comes from wait times rather than from actual clinical care. In healthcare, the complete consumer experience is repeatedly overlooked as a critical component to building loyal, repeat visitors.

With smartphones in hand, we’ve gotten used to receiving instant information and a seamless customer experience. Text messages and alerts telling us that a package has just been delivered, or that our table is now available, provide timely information in a way that enables us to do more with the time we have.

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