"Healthcare providers and staff must always and everywhere provide: convenient ease of access for patient's scheduling of an appointment or test... timely responses to inquiries and requests from patients and the patient's caregiver; apologies and explanations for delays in care or appointments as soon as possible; and effective and efficient use of physician's and patient's time." (icare Standards)
Ng D. "Applying the Lean principles of the Toyota Production System to reduce wait times in the emergency department." CJEM: The Journal of the Canadian Association of Emergency Physicians 12.1 (2010), 50-57. PMID: 20078919. Full-Text in CINAHL.