In this, the 5th video in the Patient Experience Toolbox series, Brooke Billingsley shares her philosophy that patient tolerance is measured by the clinical and/or service acumen of the staff at each encounter. ’My Tolerance is Equal to Your Expertise’ uses a personal experience with a surgeon to illustrate that patients can put up with a lot – 3 1/2 hours in the office – if they ultimately have confidence they are in good hands. However, the lesson from this story is that without a star performer, mediocre clinical and/or service acumen will not be tolerated by patients without repercussions.
