Ever since human beings invented schedules, we have been running late to meet them.
This is especially true in fast paced, high pressure environments like medical offices.
Doctors and teams struggle to meet patients at the exact time planned, simply because their lack of planning and communication lets them down.
Reality gets in the way of plans. That is not going to change. But learning to adjust and be prepared for the changes is key.
The more prepared and systemized you are, the more patients will fit in with your schedule and you will be able to manage changes.
However, the biggest key is to be open in your communication with patients.
A 2013 Software Advice survey of 5,000 patients found that:
– 80% of respondents would be less frustrated if they were told how long the wait would be
– A personal apology from the doctor would minimize frustration for 70% of patients
– 41% of patients would be willing to see another doctor in the practice to reduce their wait
The key is to empower the patient. Give them a sense of control and choice, and they will feel better about waiting longer to see you. Here are three simple steps to help you:
1) Empower them with information
Let them know what is happening, and how long the delay is likely to be, and if they are ok to wait. Asking them gives them a source of understanding.
2) Acknowledge that their time is valuable
A simple acknowledgment from the doctor or a team member thanking them for waiting and letting them know you know their time is limited.
3) Give them choice and control
If the wait time is going to be over 30 minutes it can be advisable to give them the choice to reschedule, or to possibly see another doctor.
Virtually every patient has had an experience wasting time in a medical office. But few have been given a sense of control, and acknowledged properly. This can be a huge point of difference for your clinic.
With most online reviews caused through a sense of not being listened to, or being dismissed by the doctor, it is a wise choice to focus on your communication skills with patients whenever you can to alleviate their frustration.
