Patient Flow: Reducing Delay in Healthcare Delivery by 
Delivering Health Care in America: a Systems Approach by 
Health Policy: Crisis and Reform in the U.S. Health Care Delivery System by 
Electronic Health Records: Understanding and Using Computerized Medical Records by "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)
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