Clay Linkous argues that healthcare systems spending billions on faster scheduling and shorter waits are missing the point. NRC Health data shows patient loyalty can drop from 98% to 58% when small frustrations pile up. What actually keeps patients coming back is trust and clear communication, not speed alone.
So we've spent billions optimizing patient access, digital scheduling, and wait times, but new data actually shows that speed alone is not going to earn us patient loyalty. There's the latest, uh, NRC Health research reveals that while easy access definitely gets patients through the door, it's actually confidence, trust, and clear communication are what's gonna keep them. In fact, patient loyalty plummets from 98% down down to 58% when minor friction accumulates across their patient journey. So convenient access gets us in the game, but making patients feel heard and informed is how we're going to win. So how are you ensuring that your teams focus on time well spent rather than just time saved? And what's your experience or advice on this topic? Drop your thoughts in the comments below.
#PatientExperience #HealthcareLeadership #PsychologicalSafety #EmergencyMedicine
#PatientExperience #HealthcareLeadership #HospitalAdministration #ExecutiveStrategy
