MICROLEARNING LIBRARY  

How to Handle Wait Times

How patients feel about waiting, how long before they feel frustrated, and what's the best thing we can do about it. 
   7 min, 43 seconds
   Adapted from the Weekly Microlearning Series (Week 101)
   TEAMS: play this in your next team meeting!
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 DATA 

Studies show us how patients view waiting:

97%

feel frustrated about having to wait too long before seeing their doctor(1)

74%

say that they start feeling frustrated between 16-35 minutes into their wait(2)

84%

feel wait times are important in their overall experience(3)

30%

have left a doctor’s appointment because of a long wait(4)

63%

say they would switch doctors if they had to consistently wait too long for their appointments(5)

83%

say simply being told what to expect reduces frustration(6)

A Note From The Experts

You asked us to cover this scenario, so let's go! It's something that plagues all of us. Some occasionally. Some constantly. The dreaded patient wait time. Waiting in the lobby, sub-wait, exam room, surgery center... you get it: any time a patient is just sitting there... waiting.   
It's not as much about the wait time, as it is how they feel while they're waiting."
Christine & Lauren
The Patient Whisperers

 HOW 
To Use This

YOU

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 MICROLEARNING 

This is adapted from Weekly: Mastering Soft Skills

by The Patient Whisperers:
Soft skills that make work and life better.
For everyone who works with patients - or interacts with humans.

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CEO & Chief Medical Officer
Chu Vision Institute

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 WHO 

Meet the experts

The Patient Whisperers
Christine & Lauren
Former practice leaders leading change by bringing relational intelligence, soft skills + emotional connection into healthcare as authors, speakers,  and upSKILL instructors. 
Get to know them here or connect on social media:
Christine Scarlett
Former CMO
From counseling patients, to Director of Patient Experience, to CMO, Christine's worn nearly every 'hat' in a healthcare practice. The driving force? Her love for people... creating exceptional patient experiences and empowering those who serve them.
Lauren Weaver
Former Director of Brand Development
Bringing her PR, branding, social media influencer status, and love of storytelling with her, Lauren turned how we market and build a brand for ourselves in healthcare upside down by redefining how we connect with our patients, both in practice and online.
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1. Physicians Practice, 2. SoftwareAdvice Patient Experience Survey, 3. Fierce Healthcare, 4. BusinessWire, 5. NRC Health, 6. Healthcare Reputation Report