Wait Time Communication

One of the most powerful techniques to improve and sustain an outpatient department or ambulatory care experience that drives patient loyalty is implementing ways to keep patients informed throughout their visit. When patients make outpatient/ambulatory appointments, they typically expect more expedited care and higher degrees of responsiveness than in the emergency and inpatient care settings—especially if they plan to return to work or appointments following their care. At PRC, we often see wait times emerge as a key driver for outpatient and ambulatory care experiences. While what is deemed an acceptable wait time varies from individual to individual, we have designed this resource based on our work with many organizations improving patient perceptions of waiting.