It’s no secret that some patients get upset at long wait times in healthcare offices, but a recent survey from Software Advice put numbers to the patient experience problem. According to the survey, 97 percent of patients report being frustrated with wait times, even though 45 percent of respondents said they waited less than fifteen minutes to see a doctor.
This research from Software Advice indicates patients are increasingly relying on online reviews for information about things such as wait times before they make appointments. Though physicians can’t guarantee short wait times for every appointment–in medical offices, emergencies and critical situations are bound to throw things off occasionally–there are some things offices can do to reduce wait times or create a positive patient experience when excessive wait times occur.
Waits will happen, and medical offices can take action to positively impact patient experience throughout the process. According to the Software Advice survey, 80 percent of respondents stated information about the wait would reduce frustration. When patients check in, let them know how long the average wait is and keep those in the waiting room informed of delays.
Other ways to reduce frustration with waiting include:
Reducing wait times is one way to increase patient satisfaction, and office efficiency is the best way to do so. Develop procedures for handling as much administrative work as possible before the patient arrives. When patients make appointments online or via the phone, prompt them for necessary information such as address, phone, symptoms, and insurance. For specialists in areas like orthopaedic or radiology offices, ensure referral records arrive before the patient.
Don’t over book appointments. Use exam rooms to keep patients rotating from the waiting room. Even if patients are waiting a few minutes, the fact that other people are moving reduces the feeling that the office is backlogged and the appointment is taking forever.
Remove unnecessary tasks from physicians to speed up the process. Physicians and clinical staff should spend as much time on patient treatment as possible. Use software and services, such as the revenue cycle management expertise of Health Information Services, LLC, to make claims processing and medical records management more efficient. When possible use nurses for high volume functions such as injections or routine clinical questions. Concentrate on efficiency to provide a patient experience that is quick and thorough, but never rushed.
For more information about how revenue cycle management software can improve efficiency and patient satisfaction in your practice, contact HIS today.