TY - CHAP M1 - Book, Section TI - Lean Improvement Techniques in Healthcare A1 - Howell, Michael D. A1 - Stevens, Jennifer P. Y1 - 2020 N1 - T2 - Understanding Healthcare Delivery Science AB - Ms. Davis sits in the waiting room of her primary care physician’s office. She knows that her doctor often runs late, but this time she has been sitting for 20 minutes after her appointment was supposed to start. And this in spite of the fact that she arrived 15 minutes early, just as she was asked to do on her appointment reminder. She completes the preclinic questionnaire, which contains many of the same questions she has answered before, including basic demographic information that the front desk just asked her to update. She continues to wait, as the minutes tick on. No one seems to notice. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/29 UR - accessmedicine.mhmedical.com/content.aspx?aid=1167644425 ER -