5 ways to fix the waiting room

5 ways to fix the waiting room

ByJosh Bernoff

Waiting rooms suck. Think of every waiting room you’ve ever been in: doctor’s office, dentist’s office, motor vehicle department, car dealership, train station, bus station, airport — they’re all terrible. Every waiting room sends the same message: your time is worth less than something else. It might be the doctor’s time, the motor vehicle people’s…

Improving the customer experience of the surgery waiting room

Improving the customer experience of the surgery waiting room

ByJosh Bernoff

My son, who is 19, had surgery two days ago at Emerson Hospital in Concord, Massachusetts. I was impressed with the ways in which Emerson improved the experience of waiting for a surgical patient. I also have a few suggestions. The surgery was successful and my son is recovering nicely. Everybody is fine. The surgical’s team’s number…