Concierges in the Waiting Room? They May Be Key to Improving Patient Satisfaction

December 21, 2022 | Strategic Insights for Health System


What**'**s**the**news. Implementation of a new position in a patient-centered medical home—a waiting room "concierge"—along with a notification board, resulted in patient satisfaction scores increasing from 60% to 90%, according to a study in the November/December 2022 issue of the Annals of Family Medicine. This position, which the facility's front desk staff have been trained for since 2018, provides personalized service to patients in the waiting room.

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