Current State Lack of interaction at different points throughout the journey creates a barrier between patients and their families and the positive experience of being with Dr. Kassam and his staff.
CURIOUS PERSONABLE CLEAR
EXPERIENCED ACCOMODATING
UNDERSTANDING
DR. KASSAM
OVERWHELMED UPSET
CARING
PATIENT
CONFIDENT
A TEAM DIRECT
CONFUSED
AT EASE
ANSWERS
COMFORTING
ANXIOUS
STAFF
FAMILY
REASSURING TRUST-WORTHY
FRUSTRATED
WARM GOOD HUMORED
6
SCARED UNCERTAIN