A hospital's reputation hinges on triage and the waiting room, not the clinical care itself. How staff handle first contact shapes whether patients think the place is good or bad.
Everybody here who's been to an ER, you right now, if I said to— I want you to think of the good hospital and the bad hospital that's near you. You already have pictured one, and a lot of it has to do not with the quality of care you get once they wheel you in. It's what goes on in that waiting room. It's what goes on in triage. In a lot of cases, that's why in your mind there's a good hospital and a bad hospital. Right? And we've experienced this in many places in our life. It's not the actual product that's being delivered that often sits with us as being good or bad. It's how we're treated when we first interact with the company that sets that tone.
