Another Hidden Truth About Why Patients Are Upset Over Wait Times

I got a call the other day from my friend Justin.

He had waited in his provider's office for 45 minutes and then left.

He was never called back, and he was never seen. The reason he left was because he had another appointment across town.

He told me, "Ryan, look, I'm frustrated because if I just would have known—if I just would have known that I needed to be there for 90 minutes—I would have made the appropriate scheduling accommodations with my other appointment.

I would have pushed that off to later in the day, and I would have been able to see my provider."

Setting patient expectations with your patients on wait time is super critical to delivering an amazing patient experience.

Unfortunately, my friend Justin is probably going to go to another practice.

When he does go to that other practice, there's going to be a wait time there as well.

But if they set his expectations that it's going to be a two-hour total exam, he can plan accordingly, and he's going to have a better patient experience.