Description:

When patients are waiting, trust is either built — or broken. Based on the groundbreaking Wait Management book, this session gives healthcare leaders 10 low-cost, high-impact strategies to improve the waiting experience without massive system overhauls. Paul Grossman unpacks how small, practical interventions can transform “nothing happening” into an opportunity to strengthen patient trust, satisfaction, and loyalty.​

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Learning Objectives:

• Recognize the hidden emotional and operational risks of unmanaged wait times.

• Implement practical, human-centered strategies to improve waiting room experiences.

• Reduce LWBS rates and increase patient satisfaction through communication and environment design.

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Target Audience:

• Emergency Department leaders

• Patient Experience executives

• Ambulatory and urgent care managers

• Healthcare operations and service excellence teams