The Hidden Cost of “Good Enough” in Healthcare Experiences
It’s not low effort or underinvestment. It’s the steady-state output of an organization succeeding at the wrong thing.
It’s not low effort or underinvestment. It’s the steady-state output of an organization succeeding at the wrong thing.
Patient experience is never just about the moment care begins. It’s about the sum of all the interactions, big and small, that shape how people feel in a space. So why do we design waiting areas in ways that make people feel forgotten?