The WHY
Clear communication is key to creating trust, increasing compliance, and reducing patient anxiety. When patients and families don’t know how long something will take (such as waiting to be seen, filling out paperwork, or receiving results), their uncertainty can lead to frustration. By proactively addressing timeframes, we:
- Build trust through being transparent and showing respect for the patient’s time
- Reduce anxiety by setting expectations
- Increase compliance by outlining timeframes for any follow-up care items they need to complete (imaging, labs, etc.)
Even when the wait is long or unpredictable, patients appreciate knowing what to expect and that we haven’t forgotten them.
The HOW
- Be proactive by telling patients if there is a delay at any point in their appointment.
- Check back in with the patient in the lobby or in the exam room so they know we are aware they are still waiting and working to get them seen quickly.
- Be specific whenever you can about follow up care.
- Example: if we know it takes several days to receive lab results or imaging, please share that time frame with patients so they know to get them done right away.
- Example: if we know it takes several days to receive lab results or imaging, please share that time frame with patients so they know to get them done right away.
- BONUS TIP: Offer water, WIFI password information, kid’s activities, and/or NOAH sudoku puzzles while they wait.
Duration isn’t just about giving a time estimate; it’s about showing respect and professionalism. Patients remember how they felt, and being left wondering about timing creates unnecessary stress. By simply saying how long something will take (or when you’ll update them), you’re building trust in every interaction.
