Managing Patient-to-patient Interaction: the Waiting Room Experience

This article introduces the topic of how patient-to-patient interaction can take many forms in healthcare settings. It provides many illustrations of such interactions, and examines patient confidentiality and the fairness of waiting in detail. Healthcare practitioners need to be professionals in managing patient-to-patient interactions as well as employee-to-patient interactions.

Responding to Fluctuating Demand for Healthcare Services

The level of demand for healthcare services can fluctuate quite strongly. Indeed, some parts of the healthcare service are renowned for having peaks of demand which challenge capacity. Dealing with fluctuations in demand is a common problem in many service industries. This article examines some of the strategies available for influencing the level of demand, including the use of price, communications and demand analysis. The article also outlines a wide variety of ways in which patients can be encouraged to be more tolerant of waiting to receive service from healthcare professionals. In particular, eight principles of waiting are discussed and illustrated in the context of healthcare services.

Capacity Management in Healthcare Services

The level of demand for healthcare services can fluctuate widely and this can place pressure on the capacity of service providers. This article examines some of the approaches used to influence the level of available capacity in the healthcare services sector. A number of strategies designed to flex capacity are discussed, including the development of flexible approaches to human resources; rapid responses to changes in demand; the use of self-service technology and self-care; and the use of temporary additional facilities.

More Than a Wallet: Serving the Older Consumer

Considers the values, behaviour and needs of older shoppers in terms of interactions with employees; interactions with other shoppers present in the retail environment; and physical aspects of the retail environment.