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When does a patient receive a text apologizing for the long wait?

The patient receives an apology text after 2 hours.

We understand that the Emergency Room can be a very busy place. Sometimes, many high-acuity patients will arrive while a lower acuity patient is waiting to be seen. When this happens, it is not uncommon for the higher acuity patients to be bumped up in priority, causing the lower acuity patients to experience prolonged wait times.

As part of our product, we engage these patients and offer an apology text, to ensure them that they are not forgotten, and to help make amends for the unforeseen long wait time.

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