Don’t Delay: 8 Tactics to Improve Your Patient Waiting Experience

Your patient is frustrated. They’ve had a thorough appointment and a warm, informative conversation about their healthcare options, but their dissatisfaction lingers. What’s causing this?

It started as soon as they walked through your doors. They sat down and waited. And waited. And waited.

Long wait times are common in healthcare, but that doesn’t make it okay. The longer the wait, the more likely it will affect your patient’s satisfaction and their perception of your care. 

The good news? Improving your patient’s waiting experience is very doable. Follow our eight effective strategies to turn waiting into a key tool for patient satisfaction.

1. Test Your Scheduling Software

Advanced software can optimize your workflow, minimizing bottlenecks and enhancing patient flow. But it can only do that if it’s working properly. Test your system by using it the way a patient does. Are the listed time slots accurate? Are there clear instructions for each next step? Do you receive accurate appointment reminders?

2. Implement a Virtual Queue

Help patients feel more in control of their own time by allowing them to check in remotely and monitor their status with a mobile app. 

3. Communicate Wait Times Clearly

Lower patient anxiety by sharing expected wait times upon check in. When patients know exactly what to expect, they’ll feel more at ease. Check in with your patients every 10 minutes while they’re waiting, and if the estimated wait changes, update your patient quickly. This builds trust and makes the wait feel justified. 

4. Make Your Waiting Area Comfortable

This is a no-brainer, right? A comfortable chair and inviting space can make any wait time feel more relaxing. Provide complementary refreshments to set the tone and help patients feel cared for before they even talk to their provider.

5. Create Group Welcome Areas

Design your space to facilitate friendly interactions. Having another person sitting nearby can increase feelings of social support, which helps stress levels drop.

6. Take the Time to Educate Patients

Transform your wait times into a high-value learning period by sharing educational brochures, kiosks, or apps with your patients. This reduces boredom and increases the perceived value of the time period.

7. Give Patients Something to Interact With

Distractions can be a good thing! Offer up-to-date magazines or a tablet with games, social media, and relaxation apps. These time-fillers make wait times seem shorter.

8. Take Patient Feedback Seriously

Be proactive and ask patients for their feedback. Include specific questions to learn how you can improve your waiting experience.

What Are You Waiting For?

Your patients are ready for a better experience. Transform your waiting process and enjoy the benefits of higher patient engagement and increased satisfaction.

Want more help designing an excellent patient experience? At Marjen, we help you turn everyday processes into systems that serve and delight your patients. Together, we’ll create the roadmap your practice needs to thrive.