Thanks for the good information in your post about waiting time. This is a critical point for patient satisfaction. Patients do not like their time wasted by sitting in a waiting room. I had a doctors appointment yesterday and was very time constrained as I needed to get to a work appointment after my doctor's visit. I arrived early and was admitted to my room early. I then waited past my appointment time waiting for the doctor. Luckily I did get out in time to make my meeting. The point is, waiting can occur at different points. We think of waiting in the lobby to get to your room. Your time in the room is also key to your appointment. In order to correct this challenge, you really need to do a time motion study to see how long before patients are waiting at different points. Less waiting time makes happier patients. Llean six Sigma principles and practices can help you make improvements in waiting time