Medical practice group in the Bronx

You are the new CEO of a large medical practice group in the Bronx. Shortly after arriving, you notice that the number of patient visits has dropped dramatically (by 30%). When you talk to the doctors/providers, they claim that it is the staff—they don’t know how to talk to the patients. But when you talk to the staff, they say that the problem lies with the providers—they don’t know how to interact with the patients.
After speaking with a few patients, you get feedback that the practice’s competition (that’s 2 blocks away), sees patients within 15 minutes of their appointment time and their fellow patients are now going there for their care.
Being a graduate of Monroe College and having participated in the numerous PI projects, your Board of Directors expects you to fix this situation.
Using PI principles learned in this class, describe how you would go about fixing the situation.