Wait Management
Transforming the Emergency Department Experience... One Moment at a Time
A practical, human-centered approach to improving wait time perception, reducing "left without being seen," and rebuilding trust in your ED.
Click to hear a 1-minute message about Wait Management training for EDs.
About the Approach
Wait Management is a new way to think about one of the most frustrating moments in healthcare: waiting in the Emergency Department (ED). This program combines patient communication strategies, team training tools, and operational culture tactics to help reduce "Left Without Being Seen" (LWBS), increase staff confidence, and create a better experience for everyone.
Designed by Paul Grossman, a former Disney Institute leader and longtime healthcare consultant, Wait Management helps teams shift from apology to assurance, and from frustration to flow.
Included Tools
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A short, engaging eBook with real-world strategies
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A ready-to-use mini-training webinar
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Sample posters and scripting for frontline use
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Customizable in-service session options (live or remote)
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Executive briefing option (20-minute overview)
Who It's For
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Emergency Department Leadership
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Patient Experience Executives
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Culture & Operations Teams
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Auxiliary Department Leadership (Security, EVS, Valet)
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Healthcare Systems Seeking Innovation with Immediate ROI
Outcomes
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Lower LWBS rates
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Improved perceived wait times
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More confident, consistent communication at the front line
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Increased trust from patients and families
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Better alignment across ED and PX leadership
Training Packages
Starter Sprint
Core Resources
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All tools shown above
Live Virtual Support
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90-minute leader/charge RN Q&A
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30-day follow-up huddle
License Scope
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Single ED department
Investment
$4,950
Train-the-Champions
Core Resources
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includes Starter Sprint
Live Virtual Support
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includes Starter Sprint
Training Expansion
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3-hour virtual workshop for supervisors, charge RNs, and key auxiliary service leaders (e.g. Security, Valet, EVS)
Implementation Tools
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Train-the-Champion kit
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slides
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facilitation guide
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License Scope
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Single ED department
Investment
$12,500
System License
Core Resources
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includes Starter Sprint
Live Virtual Support
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includes Train-the-Champions
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adds 30-, 60-, 90-day huddles
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adds up to 12 hours virtual consulting
Training Expansion
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includes Train-the-Champions
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adds onsite training options*
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adds 60-minute executive overview w/ Q&A
Implementation Tools
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Includes Train-the-Champions
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Adds print-ready customization (your branding) of all posters and visual support tools
License Scope
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Multi-site license (12 months)
Investment
$35 - $60k
*plus expenses
FREE CHECKLIST & EXECUTIVE CALL
Receive the 10-item ED Experience Checklist
Book a 20-minute Strategy Call
Let's talk about reducing LWBS,
improving perceived wait times,
and making a human difference... fast.
