How can you use patient wait time to improve the patient experience?

I think in order to improve wait times systematically we first need to look at what is implied by referring to healthcare consumers as “patients” waiting is literally implied in the name. Which to me speaks to a bigger cultural issue that “patients” should be at the mercy of the healthcare system and providers because they need us more than we need them. We have been conditioned as a society to think this way. And we have to move away from this way of thinking if we are going transform healthcare and do things like reduce wait times. And it really starts with how we refer to the individuals who choose to come to our institutions for care. Whom we are given the privilege to serve.

Wait time can be frustrating in any setting. Not feeling well can add to the situation. Keeping patients informed allows them to feel valued and seen.

Patient wait time can be optimized to enhance the overall patient experience. Utilize the wait time effectively by offering educational materials or videos related to their conditions, promoting health literacy. Train staff to engage in empathetic communication, addressing patient concerns and managing expectations. Implement a feedback system to capture patient input regarding wait times and use this data to drive continuous improvement efforts. By reducing patient wait times and making the waiting experience informative and empathetic, healthcare providers can significantly improve the overall patient experience.

1.Inform Patients: Keep them updated on wait times using digital tools and clear signage. 2.Efficient Check-in: Digitize paperwork for quicker front desk processes. 3.Smart Scheduling: Use software to align appointments with provider availability. 4.Real-time Updates: Send texts as appointments approach to minimize idle time. 5.Cozy Waiting: Create comfortable waiting areas with Wi-Fi and reading materials. 6.Staff Training: Ensure staff handle patient flow smoothly and offer top-notch service. 7.Virtual Visits: Offer telehealth options to reduce in-person waiting. 8.Feedback Loop: Gather patient input to drive ongoing improvements.

Ideally, a patient should walk in & meet the doctor immediately. India has finest doctors, an alert healthcare system. So I talk via my experience as a patient: Working people often take time off or reach after office hours for appointments, only to find a queue. Exasperation! Young parents are highly anxious. In many cases, their little ones may have ailed for the first time or contracted a disease for the first time. Wait times make patients feel as if other patients are more critical. If preliminary investigation can be institutionalized, then the expert doctor's time can be prioritized. I knew a doctor who reduced waiting discomfort by greeting patients every 30 mins. He would come out to say Hi to new patients. He was loved.

1.Check-in to Room Entry Time:Measure the time it takes for a patient to move from the check-in point to the examination or treatment room. 2. Appointment Adherence:Compare the scheduled appointment time with the actual time the patient is seen by a healthcare provider. 3.Total Visit Time:Track the overall time a patient spends in the healthcare facility, including waiting areas, consultation, and any additional tests or procedures. 4.Wait Time Surveys:Collect feedback from patients regarding their perception of wait times through surveys. 5. Time Stamps in Electronic Health Records (EHR):Use timestamps in electronic records to monitor the intervals between different stages of the patient's visit. 6. Queue Lengths:

We asked patients to track their wait times in a cancer centre i worked at. Time they checked in for blood work, time they were placed in a room, time the oncology nurse came in, time the oncologist came it. All done anonymously as most did not want to get their oncology “ team”’in trouble. We were using it to study capacity of the centre. Providers were saying we needed more spaces, more wait rooms. We didn’t. We needed better turn over of the rooms. Most spent an average of 30 minutes in a wait room without a provider interaction. We needed to utilize the rooms in a different way so patients didn’t wait as long and rooms weren’t tied up.

Measuring patient waiting time involves several steps: 1. Define Waiting Time: Establish what constitutes "waiting time" in your context. It could be from appointment time to seeing a provider, or from arrival to discharge. 2. Data Collection: Use a patient flow management system or manual recording to capture data. 3. Break It Down: Segment the waiting time into different phases like registration, triage, consultation, and discharge. 4. Analyze Data: Use data analytics to identify patterns, peak times, and bottlenecks. 5. Continuous Monitoring: Regularly review data for trends and to assess if interventions have improved waiting times. This systematic approach can help identify problem areas and develop strategies for improvement.

The waiting time for the patient is how long it takes from first call to treatment. I hurt my shoulder. Waited for: Docs appointment Waited at the surgery But was very impressed to be given an open appointment to have a x-ray and went on the way home. Waited at the hosp. Had the x-ray. Waited foir results. I called a couple of time for results - nothing. Pain was reducing so I gave up. I don't mind small waits. We used them in the NHS to maximize use of the doctors. But, how can it take 4 weeks to read an x-ray? Does the patient care about the "waiting" in the process steps or just the total wait? Solution? Map the processes - use post-its - and fix the problems. Of course this assumes resources and the will. Steve

I believe it should be electronic tracking and a number/id for each patient so that weekly charts can be tracked! You can also attach an identifier code to see if one type of Cancer affects time etc!

The perception of time's passage is subjective and varies from person to person, depending on individual perspectives and experiences. One minute scrolling on Instagram and one minute in plank position are totally different. Mitigating the waiting time by optimizing scheduling, and leveraging technology, such as patient portals and mobile apps, can empower patients to check in electronically and receive real-time updates on their appointment status, further enhancing their experience and reducing wait times. Additionally, use the waiting time to know more about your patient, and their expectations and reduce anxiety with interactive questionnaires and videos.

From my point of view (I design Pharmacies and Outpatient Hospital Pharmacies) reducing patient wait time requires a holistic approach that considers both the operational aspects and the patient experience. By implementing these strategies, we can create a more efficient and patient-centered environment, ultimately improving patient satisfaction and loyalty.

A very detailed Value Stream Mapping will be able to tell us non-value added processes in the patient pathway which can further be eliminated or modified. DMAIC (Define, Measure, Analyse, Improve & Control) methodology of Lean Six Sigma has been effective in reducing patient wait time in hospitals. Digital transformation can bring in Virtual Queuing and Real-Time Updates System (VQ-RUS), a comprehensive digital platform designed to minimise patient wait times, enhance the patient experience, and improve overall hospital efficiency. Thinking of a long term solution, it would be prudent to invest in Telehealth, thereby reducing patient footfall in hospitals for ailments which may not require a physical examination.

Allowing patients to schedule appointments online or over the phone is the best way to do this. It's particularly useful if the app sends timely reminders if there's a delay in the appointments 30 minutes prior.

To minimize patient waiting time, consider these practical solutions: 1. Appointment Scheduling: Implement a more efficient scheduling system to prevent overbooking. 2. Streamlined Check-In: Use digital check-ins or self-service kiosks to speed up the process. 3. Efficient Triage: Prioritize patients based on urgency of care to ensure those needing immediate attention are seen first. 4. Staff Allocation: During peak hours, allocate more staff to handle the increased patient load. 5. Telemedicine: For non-emergency cases, use telemedicine to reduce in-person visits. 6. Continuous Improvement: Regularly review processes, feedback, and waiting time data to identify areas for improvement.

1. Transparent Communication: Inform patients about expected wait times as a range not as a fixed time upon arrival or during appointment scheduling. 2. Updates: Provide regular updates if there are delays. 3. Comfortable Environment: Enhance the waiting area comfort with amenities like free Wi-Fi, magazines, or refreshments. 4. Self-Service Options: Allow patients to check their place in line through digital platforms. 5. Education: Explain the need for wait times, especially in cases of emergencies taking precedence. 6. Feedback Mechanism: Encourage patients to share their experiences and suggestions for improvement. These strategies can help manage expectations, alleviate frustration, and improve the overall patient experience.

Communicate! It can be pretty simple and extremely effective if you do it right. Keep the patient informed as to whats going on and why they may be waiting longer than expected. Acknowledge that they are there, acknowledge that they have been waiting and reassure them that they will be seen as soon as possible. Be visible. Don’t hide behind the little sliding window. Staff your waiting area with someone that is communicating with the providers staff and knows whats causing delays and its communicating the appropriate information to those waiting.

Keep patients informed about their wait time and any changes to their appointment schedule. This can be done verbally, in writing, or electronically. In the meantime, provide patients with comfortable seating, access to free Wi-Fi, and other amenities such as coffee and snacks. You may also want to offer educational materials or entertainment options. Best way to manage expectations.

In my view, patient expectations are something we must work to understand, and it's a moving target. One day we have Ms. Smith come in and love the experience, commenting on the seating comfort and efficiency of the staff. The next day. Mr. Jones complains the seating is uncomfortable and staff rude! We're dealing with human beings, and all can have great, and not so great days. It is incumbent on us to smile and do the very best we can to greet them as they come and ask how we can best meet their needs! Perceptions become reality, so we must remember that out voice, our smile, and other human factors come into play. Are there things consistently causing an issue? Evaluate each and every process and procedure on a regular basis!

It is more than difficult to achieve the perfect level when no patient has to wait. So using wait time is a challenge and it has to be proven at least useful for the patients. A good practice is establishing a procedure that patients have the opportunity to ask questions about their health condition, give information about their medical history and get the necessary feedback. The communication must be driven with respect and empathy so as to ensure a positive experience

If you can't measure it, you can't improve it. Use the available data to establish personal benchmarks on performance. Look for trends, and attempt to continually improve.

Independent variables: x1: Patient Ailment Name (from Prescription) x2: Patient Wait Duration Before Entry (in minutes) x3: Consultation Duration With Doctor (in minutes) x4: Condition on Arrival (Red/Orange/Yellow/Green/Blue/Black) Dependent variable (y): y: Place in the Patient Queue (1..n) Now make a machine learning model and compute 'y' at run-time, and change the queue position of a patient. A bit of past medical record or preliminary investigation is needed to make a dataset which hospitals can produce in a jiffy! These are indicative variables, the real dataset may have hundreds of these! I recommend #TensorFlow or any of your favorite ANN libraries. Good luck, and me know how this goes!

Healthcare organizations can use data and feedback to identify areas where they can improve patient wait times. For example, they can track patient wait times and identify areas where patients are waiting longer than expected. They can also collect feedback from patients about their experiences with wait times. Once they have identified areas for improvement, healthcare organizations can implement changes and track their progress over time.

Waiting time can be made less painful if the patient is told how long they may have to wait or how many patients are there before them to be seen. Additionally, Some sort of engaging activities can be devised for the patients while they wait. For example, a link to link to an online health quiz on their phone. This this can lead to earning points which can be redeemed later.

Shouldn't the focus be on reducing wait times so that healthcare providers can spend more quality time with their patients? I advocate for the Direct Primary Care (DPC) model, which prioritizes no wait times and extends patient-provider interactions. This fosters improved care and outcomes for patients and allows providers to practice medicine in a truly fulfilling way. My personal experiences with my DPC provider affirm this - I feel supported, respected, and valued. Patients should expect more than a mere 5-7 minutes of dialogue with our healthcare provider.

Can be used to measure Weight and blood pressure self help. Also some have used time to read poems in waiting room. Practice mindfulness by listening to music or even collect information available on the display board

Staff: Hi, sir. We apologize for the delay. You may have to wait another 15 minutes, as we have two more appointments scheduled. In the meantime, please feel free to use our free Wi-Fi or make yourself comfortable with a book. You are likely to feel attended to in this case right? A friendly staff in the waiting room makes a lot of difference. It's annoying when you try to enquire about your wait time and the staff is either busy somewhere else or is least responsive which can piss patients off. A friendly staff dedicated to conveying the wait-time delays is a game changer.

Waiting time cannot always be completely eliminated. In my pharmacy we made the waiting time more pleasant by placing iPads with games in the waiting room. These iPads were also used to conduct surveys. People were willing to do this because they were just waiting.