CHIÈVRES, Belgium -- Navigating the hallways in a health facility can feel intimidating to patients. They may not know where their doctor's offices are located or where to check-in for their ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Improving patient ...

A clueless receptionist today, a bankrupt business tomorrow: In most businesses, there’s a human who welcomes and bids farewell to visitors in person, on the telephone, or via email. Whatever you call ...

Receptionists in doctors' surgeries are routinely facing hostility from patients, researchers have found. They 'bear the brunt' of patients' frustrations, principally caused by being unable to get ...