Draw up a quick sketch of an allergy clinic in a single color to help illustrate what the patient went through to gain his expectation: to get an allergy shot!
Tell the team how the patient anticipated that as it was a new clinic, it would run much smoother and be a value-added experience.
As you describe what actually happened, draw a path through the illustration, noting interactions with various clinic employees. Tell the team that the patient decided there was opportunity for improvement, and that he/she did a lead-time analysis on his
