How do I create a painless personal experience for patients? Patients judge you on two pains, the physical one and the personal one, and the personal one is almost entirely free to fix. Start with running on time. If you are chronically late, track how long your procedures actually take and rebuild your schedule around reality, because you hate waiting at your own doctor and your patients hate it just as much. Do what you say you will do, and do it when you said. Say please and thank you. And when something goes wrong, apologize, then make it right. That [...]