Patients go to the Doctor to take care of their health, for medical advice, labs, prescription refills, etc. It stands to reason that the most valued portion of the visit would be the quality of care they receive from their Doctor.
However, in a recent study in the Journal of Medical Practice Management, it was found that 96% of patients have more complaints regarding waiting room wait time, poor communication, delays, and overall disorganization, than they do the care they receive from their Doctor.
These types of complaints are much easier to handle than a problem with inadequate medical skills. In the era of value-based medicine, these are the things that become much more important to the customer/patient in the healthcare setting.