Patients who have to wait for long periods of time are usually not very happy with their physician’s office and it can set a bad tone for the overall visit. Couple that wait with no one keeping them apprised of how much longer it will be before the doctor gets to them, and you have a formula for a bad experience. Patients need to know you are respecting their waiting
However, there are some ways to lessen the stress and show that you are considerate of your patient’s time.
When patients arrive, let them know up front, how far behind the physician is. Just knowing what to expect can mitigate some of the bad feelings. Some offices even post the wait time on a board so patients can easily keep track of their doctor’s progress.
Leave the patient in the waiting area as long as possible. If you room them too far ahead of when they will be seen, there is a greater chance of forgetting about them. Sitting in an exam room in a paper gown and not hearing a word from anyone about the status of the physician shows disrespect of a patient’s time. If they stay in the waiting area the front office staff can keep them apprised of the wait time easily. And it is usually a more comfortable area with reading material and even TV, if they are inclined to watch. If you do take them to the room make sure that someone is checking on them at regular intervals keeping them apprised of the physician’s status.
For extended wait times, be sure to offer to reschedule with a sincere apology offering a time day that is less likely to have a long wait.
If your patients regularly wait for long periods of time it may be time to evaluate your scheduling protocols.
I think most patients are aware and understand that emergencies arise. If waiting extended periods of time is the norm in an office though, then there really is a scheduling problem.
On the same note, the magazines should be timely too!
Thanks for commenting, Suzanne. I agree on both points. Keeping the waiting area tidy and well stocked with good reading material is a must.