Office Efficiencies...in case you're giving feedback

I had an experience yesterday where my wife sat in a clinic for 2 hours before she saw a doctor and was given medication.

Yes, we scheduled an appointment, yes, we were there on time, and, yes, we were expecting to beat rush-hour traffic after this quick visit to the clinic. However, this was Planned Parenthood, so I imagine the bureaucratic tendencies of government interfere with their operational efficiencies.

Anyway, since my approach to informing the office manager of the operations inefficiencies was poorly delivered, she was not happy with me.

Well, in case you are giving feedback to process owners who have process inefficiencies, here is what I've learned...

*Don't get emotionally fired up. Stay calm and speak slowly, but with enough volume and energy to let people know you're serious.

*Thank the person for working so hard helping you.

*Point out that, although you're not an expert(unless you are), you noticed some inefficiencies and would like to report them to the manager.

*Say thank you and call the manager. Explain your situation and leave friendly but honest feedback.

*What do you recommend? I'd love to learn from your insights...