Running a successful clinic can sometimes feel like a balancing act, especially with the recent rise in demand for quality healthcare due to COVID-19.
It has now become a must for healthcare facilities everywhere to step up their operations when providing care to patients.
However, several challenges can arise when looking to manage patient expectations and communicate delays. For most people, the waiting experience is just as important as the service itself. Sometimes, it can even be the difference that determines whether your patients return in the future or not.
In part one of our article, we highlighted some of the more common challenges that healthcare providers face when attempting to communicate wait times to patients. Now, in part two, we’re going to share our recommendations for solutions to help you keep your patients informed and satisfied with your patient experience.
Why it’s important to communicate wait times?
Unexpected delays are unavoidable and part of everyday life.
While not everything that happens in your clinic is within your control, your patients will generally understand this. So, showing accountability and transparency during these times can help to build trust with your patients and improve what could otherwise be a poor experience.
Communicating wait times allows your patients to still feel in control of how they are spending their time. A clear understanding of how long something will take gives them the opportunity to fill in that time accordingly, or even reschedule their appointment, rather than sitting and watching the clock go round with growing frustration.
How can you effectively manage and communicate wait times?
There are several simple solutions available today that can help your clinic clearly communicate wait times to your patients. Utilising technology can also provide more opportunities to help you create a better patient experience.
Take note of the following points to help streamline your process and provide a smooth and convenient experience, from the moment they book their appointment through to the moment they leave your clinic:
- Utilise technology for appointment reminders.
A simple automated email or SMS appointment reminder can go a long way to helping decrease the number of no-shows in your clinic, relieving the pressure to have to overbook to maintain a full schedule.
An automated reminder can also provide patients with the ability to notify your clinic simply through SMS if they can no longer attend, providing ample time to fill that appointment slot and saving you time, money and stress.
- Establish clear late arrival policies.
As a healthcare provider, you are well aware of the disruption that late arrivals can cause to their schedule. Many of them still expect to be squeezed in as well, leading to a backlog of frustrated patients who likely did the right thing and arrived on time.
To help manage late arrivals, ensure that you set clear expectations with all patients from the outset, reminding them of your late arrival policy as they book their appointment. This places the responsibility back with the patient and allows you to manage your waiting room fairly and efficiently.
- Be honest and transparent.
The best way to make your patients feel valued during delays is to just be upfront and honest with them. Informing them immediately of any delays and providing a sincere apology will go a long way to ensuring that, despite the delay, your patients still feel as if their time is respected.
- Empower patients with self-service options.
Online self-service tools such as self-scheduling and patient portals provide your patients with the convenience and control of choosing a time and a clinician that most suits their needs.
Likewise, online check-in solutions mean that patients can notify your clinic of their arrival and then continue to manage their own waiting experience until the clinician is nearly ready to see them. This once again provides greater control and a more positive experience for the patient.
These tools also have rescheduling, reminder and questionnaire capabilities, helping to reduce admin time and allowing more flexibility for patients to manage their own appointments.
For more, see NEXA Visit.
- Create a feedback channel.
Gathering feedback from patients after their appointment is a great way to help your clinic consistently improve the patient experience, as well as your own operational efficiency. Doing so also helps to facilitate a level of trust and value with your patients, as you are asking for their opinions on your service and taking on board what they have to say.
For more, see NEXA Voice.
Finding the right solutions for your organisation
Fortunately, the challenges that come with communicating waiting times effectively are typically easier to mitigate than they may first appear.
Embracing technology and implementing measures such as automated reminders, self-scheduling and patient portals can help to improve the patient experience, as well as that of your staff.
The key to all of this, however, is understanding the true value of transparency. Oftentimes, patients expect delays, and keeping them informed and updated is actually more important to them than any length of time they may have to wait to see their doctor. Likewise, open communication will also facilitate a greater understanding amongst patients of the challenges that providers are faced with when running a busy clinic.
Do you need help with communicating wait times?
If you’d like expert help to build trust and understanding with your patients, as well as recommendations for managing and communicating wait times more effectively, NEXA is here to support you.
NEXA is an Australian company that delivers innovative solutions that streamline the customer journey. We offer tailored software that empowers our clients to improve their service by taking advantage of digital technology.
Reach out to us today to find out how we can help you to make your customer interactions matter.
