Does the use of volunteers and playbooks in pediatric primary care clinic waiting rooms influence patient experience?

The Essential Role of Front Desk Staff in Shaping Patient Experience

By Margo Schlewitz, MS, Manager, Multispecialty Practice Academic Ambulatory Care at the University of Michigan Health-West Community Health Center  The patient experience begins the moment an individual walks into a healthcare facility, and often, the front desk team sets the tone for the entire visit. These team members are crucial in building trust, creating a