Lengthy wait times create frustrated customers. New patients who are confronted with long patient wait times are likely to seek another physician if one is available in a more timely manner. Even if a woman does wait and keeps her appointment, she may be unsatisfied with her healthcare before she even walks through the doors of the practice. Low patient satisfaction scores impact customer referrals, patient retention and reimbursements, all of which represent potential losses of income for a private gynecology practice.
The average wait time for a new patient to see a physician has risen to almost 24 days, according to a recent study. Managed Care surveyed appointments from 13,000 providers in 2016 and found that OB/GYN patients generally experience the longest wait. Doctor wait times are understandably longer in large cities that are densely populated, but the problem also persists in rural communities where there are not as many physicians.
According to the New England Journal of Medicine, longer wait times may also lead to complications, more complex illnesses, and increased emergency room visits and hospitalizations.
Decreasing Doctor Wait Times
To minimize wait times, practitioners can start by reviewing their scheduling processes. Every practice has trends in patient volume, and physicians should know which days and times are busiest to avoid overbooking. This enables the practice to book urgent cases that arise. Days when patients typically cancel or fail to show up for appointments are better days to overbook.
Employing nonphysician providers (NPPs) such as nurse practitioners can alleviate a physician's full schedule and enable the practice to offer appointments for patients who want to be seen more quickly but do not necessarily have urgent concerns. NPPs can also free up a doctor's time by returning phone calls or performing charting duties.
Additionally, medical practices should ensure that all tasks are assigned to the appropriate staff member. For instance, a nurse should not perform administrative tasks that could be accomplished by nonlicensed staff, and a doctor should not spend his or her time on activities that could be carried out by a nurse. Pushing tasks down the ladder frees up time that could be spent on patient care.
A technologically mature practice can function more efficiently and see more patients per day. Physicians Practice noted that if a physician's time is being bogged down by electronic health records (EHRs), the practice "should look for technology solutions that can help physicians complete charting faster." The right solutions can help practitioners streamline tasks such as storing ultrasound images.
Short-Term Solutions to Boost Patient Satisfaction
Reducing patient wait times may be a long-term term goal, but there are ways to increase patient satisfaction in the interim.
According to Health Catalyst, the Cleveland Clinic conducted a patient satisfaction survey and found that patients value their actual care, communication from their care team and receiving updates about their wait much more than they dislike having to wait to see a doctor. If a practice has an extended wait time, the office should be prepared to explain this to the patient and offer to call if appointments become available. Patients who feel like the practice is genuinely concerned for their best interests will be more forgiving if a visit is delayed.
The problem of long doctor wait times will not go away anytime soon. As baby boomers age, their healthcare needs will grow, filling doctors' schedules in specialties across the board. Now is the time for medical practices to identify inefficiencies and explore opportunities for growth.
