Staff at Stony Brook Primary Care collaborated with the Patient Family Advisory Council (PFAC) to help them improve patient information about delays in visits and wait times in the clinic. PFAC members created the "Waiting Room Concierge," which provided waiting patients with personalized service. After the Waiting Room Concierge was implemented, patient satisfaction scores went from 60% to almost 90%. Additionally, patients commented that they felt more respected by being informed and welcomed in the waiting room. Based on feedback from both patients, staff, and clinicians, the team is continuing to fine-tune the role of the waiting room concierge.
Patients Deserve Great Service: The Waiting Room Concierge
Susan Lee
Stony Brook University and Stony Brook Primary Care, East Setauket, New York
