Patients often exhibit unexpected behaviors that go beyond immediate transactional needs, as they show willingness to wait for preferred specialists and tend to forgive errors in scheduling.
The willingness of patients to trust healthcare providers and follow recommendations reflects a deeper relational capital— what is termed as patient relational slack— that cannot be solely explained by inertia or satisfaction.
Patient relational slack, which reflects the invaluable trust and relationships built over time, is considered more important than financial slack since it signifies long-term engagement.
Economic models in healthcare indicate that organizations with a substantial stock of relational slack are more resilient, as they can lean on this trust during operational hiccups or crises.
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