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" ... This brings me back to the Hand Center of Louisiana. After learning from hospitality providers, we made several enhancements to our practice, starting with our “waiting room,” which, as the name implies, provided a less than desirable experience for patients. That changed when we outfitted it with a big-screen TV to deliver important information and entertainment that patients wanted. We also installed a complimentary beverage and snack center, offering an assortment of coffee, tea and other nourishments. We redesigned the appearance and configuration of the space so that when patients stepped off the elevator, they found an atmosphere that looked nothing like a healthcare facility. We adopted restaurant buzzers — used by host staff to manage customer seating — to improve the patient intake process, using the device to discretely signal when patients could see their healthcare provider without announcing their name (a HIPAA violation). And we reworked our vernacular. Our “waiting room” became our “lobby,” which you find in hotels and places where you want to return. ... "