ABSTRACT
As usual, Tom arrived at the hospital early to begin preparing for the improvement team’s new focus: wait times. As he was waiting for the team, he heard the conference room door open as several members of the team had arrived early. Tom walked over, shook everyone’s hand, and welcomed them. By 7:00, the team was assembled and ready to begin. Just before Tom was ready to begin, there was a knock on the door and Dr. Samuels walked in. From the back of the room, “Tom, do you mind if I say a few words before you begin?” Dr. Samuels asked.
