Waiting. It is probably one of the top complaints patients have.
Although there are certainly ways to reduce patient wait times, in health care, there will always be times when waiting is inevitable … whether it be for an appointment, in the exam room, for a test result, in the ER, etc.
Do you seize those times as an opportunity? You should.
Too often, we don’t. We’re busy. We triage. We move onto other patients and issues.
If you are the one waiting, you could be feeling anxious, frustrated, worried, nervous, and depending on the situation, maybe even scared.
What can you as the healthcare provider do?
It’s quite simple: Communicate.
Stay in contact. Set a time period (every 15 minutes, 30 minutes, etc.), and personally check in with the patient. Acknowledge. Apologize. Reassure. Inform.
Give them an update on why there is a delay and how much longer you think it might be. If they understand what is going on, what to expect and when it might happen, they are much more likely to relax and wait patiently. Or if it is not an urgent matter, offer the patient an opportunity to reschedule or come back later. If a patient is going to continue waiting, offer something to drink, encourage him/her to make a phone call if needed, use the restroom, have a snack, etc.
By checking in and staying in contact, patients (and their families) feel valued. They know you have not forgotten them and that you are keeping them top of mind. Sometimes that is all it takes.