If physicians want to achieve excellent patient relations in their office, they must take a role in apologizing to patients for waiting time. Have you ever heard a physician say to a patient…"I'm sorry I was delayed. I hope this hasn't upset your schedule for today" or…"Do you have time to stay for this appointment or do you need to re-schedule?" or…"I appreciate your understanding and patience today". If you have heard this, then that practice is likely receiving new patients from patient referrals.