Long waits are a primary driver of patient dissatisfaction, so reducing patient wait times should be a priority for every practice. Reducing delays sets the tone for a better visit and enhances the patient experience.
The average patient wait time across specialties in U.S. cities is 20 minutes. While this may not seem long, delays matter to patients. One survey found that 43% of patients feel frustrated if they wait 20 minutes or longer before seeing their doctor, meaning 4 out of 10 visits start on the wrong foot.
The frustration of an initial wait affects the entire patient experience. Studies show that patients who wait longer before being seen are less satisfied with their overall visit. This dissatisfaction impacts providers’ experience in the office, can cause patients to switch providers, and can even affect patient outcomes.
Ten ways to reduce patient wait times
Wait times have improved slightly in recent years. Still, 23% of practice leaders say wait times have gotten worse. Fortunately, addressing this challenge doesn’t have to be as complicated as you think.
Here are ten practical strategies for reducing patient wait times at your practice.
1. Gather patient information before the appointment
One of the simplest ways to reduce patient wait times is by preventing delays at check-in. Does your office staff gather insurance information and patient history when scheduling? Are patients asked to complete the necessary forms before arrival? Streamlining data and paperwork collection will help patients be ready for an appointment when they arrive at the office.
2. Improve your patient portal
Patient portals are a great way to collect most data online. An intuitive portal can free up medical staff time by allowing patients to review educational materials, schedule non-urgent appointments, and update their medical histories online. Most medical practices already have a patient portal, but many could use it more effectively.
3. Streamline clinical workflow
Making your practice more efficient has many benefits, including reduced patient wait times. You can streamline your clinical workflow using high- and low-tech solutions. For example, improve your medical team’s communication, streamline your EHR workflow, or delegate tasks among the clinical team more effectively.
4. Create an inbox management plan
Physicians spend an average of 13 hours weekly managing their EHR inbox. Creating an inbox management plan—including delegating tasks, using message templates, and setting up protocols for urgent messages—can reduce this time and improve efficiency.
5. Stick to a policy for no-shows and late arrivals
Now’s the time to solidify a procedure for dealing with no-shows or patients who arrive late for their appointments. Set a policy to reschedule after a maximum late arrival time and consider late fees for repeated cancellations or no-shows. Setting and communicating these policies can help show patients that you value their time as much as they do.
6. Identify bottlenecks with a survey
You may not know what strategies will reduce patient wait times, but some information can go a long way. Consider handing out a simple survey to track how much time patients spend in the reception area, in the exam room, and with their doctor.
7. Use a mobile queue
Implementing a mobile queue tool is a great way to keep wait times down and patients happy. Applications like Qless give patients greater control over their time and help you manage patient flow. Users can join a virtual line that updates their position in real-time, so they can grab a coffee instead of sitting in the waiting room.
8. Embrace telemedicine
Virtual treatment options eliminate time spent traveling to the office or sitting in the waiting room. Telehealth can streamline documentation, prevent no-shows or late arrivals, and cut the average office visit time in half. The COVID-19 pandemic accelerated the shift to telehealth, but patient preferences have sustained it.
9. Provide a comfortable reception area
You can’t completely eliminate wait times, but you can make the waiting room pleasant for your patients. Improving the waiting room experience can be as simple as providing fast, secure medical office Wi-Fi. Those wanting to go deeper can restructure the waiting room to optimize seating, lighting, and sound in line with evidence-based strategies that improve patient satisfaction.
10. Transform the waiting room into an opportunity
What if the waiting room were an opportunity rather than an annoyance? Some researchers have proposed a new role in the care team–a waiting room manager who transforms passive waiting into active care. This person could use the waiting room to screen, monitor, and educate patients.
Rethinking the waiting room as an opportunity is the first step toward using this space to improve patient satisfaction and health outcomes.