The Rules of Time While Your Patients Wait for You

Waiting is inevitable. It seems very few things run on time. There usually is a little cushion unless my arriving flight is five minutes late, then the connecting flight leaves early. Part of my satisfaction as a customer and that of your patients is the time we spend waiting. More importantly, it is the emotions we feel while waiting.

As you work to improve the process of your clinic, consider these rules of time when dealing with queues in your practice. Manage the queues better, and I guarantee patient satisfaction will rise.

The Rules of Time

  1. The perceived waiting time is greater than the actual waiting time. We all do this. If the restaurant says, it'll be ten minutes for a table, at about five minutes I'm looking at my watch wondering what's taking so long. That's when my wife reminds me it's only been five minutes. However, it feels so long to me. I'm sure you've experienced the same thing. Remember, your patients who are waiting on you will experience the same time warp.
  2. Unoccupied time feels longer than occupied time. If your patient is just waiting with nothing to do, the wait will seem longer compared to if they have something to occupy their time. Reading material, music, television, and even paperwork can be used to occupy their time as they wait. Think about ways you can occupy their minds and make their wait feel shorter.
  3. Anxiety always makes the wait feel longer. If your patient feels anxious about anything, the wait will feel longer to them. It's similar to the worry you might feel that you will miss a connecting flight. They are worried about the report, what the diagnosis will be, whether they will get better. Have your staff do what they can to help them feel less anxious and demonstrate compassion as they wait.
  4. Uncertain wait times feel longer than known or expected wait times. Knowing is better than not knowing when you're waiting. When a patient checks into the clinic, have your staff give them an approximate wait time before they are called back. I personally experienced a few years ago with my son. We checked into the physician's desk and waited and waited. After waiting for thirty minutes, I asked when we might be seen. Being a physician, I understand delays can happen. However, in this instance, the staff didn't know how long it would take nor what the reason was. Ultimately, we were taken back to the exam room about seventy-five minutes late. This was quite unusual for this physician, but I would have liked to know he got backed up and would be behind schedule. That seventy-five minutes felt like half-a-day. Your patients will experience the same feelings, and this has a dramatic impact on their satisfaction.
  5. Unexplained wait times feel longer than explained wait times. Had the physician's office told me a wait time and a reason, I would have been more satisfied. Remember, always tell them the estimated wait time and the reason for the delay. Patients are more understanding than you might think. They also will take this action as a measure of good faith, honesty, and integrity.
  6. Unfair wait times feel longer than equitable wait times. We once visited a restaurant whose unwritten policy was to seat smaller parties before larger parties. So when a couple walked in after my party of three, we felt irritated, especially since they were seated at a small table with three chairs. Always be aware of the judgments your patients might make. Remember, the patient might overhear conversations your office staff might have with other patients. Those conversations, even though taken out of context, might lead to judgments of unfairness by the patient. Instruct your staff to be discreet and fair when dealing with angry and upset patients regarding their wait times.
  7. The greater the value of the service you are providing leads to the longer a patient will wait. How long will you wait for a McDonald's cheeseburger? How long will you wait for a juicy, sizzling steak? A cup of broccoli compared to a wonderful salad? The value you place on the service or good you are about to receive determines your level of patience and how long you'll wait. Your patients will determine how long they have to wait to see you. If you have patients who are complaining to you that they had to wait a long time, that says two things. First, they are dissatisfied. Second, it gives you insight into their perception of the value of the service you're providing them.
  8. Waiting by yourself and alone feels longer than when you're with someone. Family and friends can be a real benefit to patients. They can provide support, physical and emotional, to your patients. They can also be a second set of ears that hear your instructions. They also can help the wait seem shorter. Consider encouraging loved ones, family, and friends to accompany your patient visits. It might just help your patients feel more satisfied.
  9. Discomfort makes the wait feel longer than wait times when comfortable. Anytime we hurt, time slows down. If you have patients in pain while they wait, do what you can to get them comfortable. This will demonstrate you care, are compassionate, and help them as they wait for you.
  10. New patients will experience the wait longer than those established patients. Patients who have never been to your practice will experience or perceive the wait longer than established patients. It's partly because they don't know what to expect. Established patients know what to expect and have, to an extent, accepted the waiting as part of the process. New patients must learn your process and wait times. That's why keeping the patient informed, comfortable, and occupied can play a large role in a new patient's perceived experience of your practice.

As you deal with your wait times, remember to address the items above. Always keep them informed of the duration and reason for the wait. Make them comfortable and encourage them to bring along a loved one. Do what you can to occupy their time. Queues and waiting times are inevitable, but you can influence how the patient perceives the wait time and their satisfaction.

Check out my books!

The Financially Intelligent Physician & Great Care, Every Patient are available at Amazon and Barnes and Noble.

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