EXECUTIVE SUMMARY

Patient access employees can do simple things to “wow” patients, such as greeting them personally, going out of their way to help with wayfinding, and having clinicians explain delays. Registrars at Ochsner Healthcare’s Northshore Region have done the following:

  • walked to the parking lot to assist a patient who has difficulty walking;
  • stayed on the phone until a frantic patient located a clinic;
  • done Internet research so a man with an incorrect address could travel to the right location.