The customer has been in control for a long time. That is a well-known fact. It has often not been the case in the healthcare industry, though, but patients are catching up fast. With private options and online ‘digital health’ services growing, patients are deciding how they want to receive their healthcare. To become a patient’s preferred healthcare provider these days, you have to put the patient experience front and center. That means putting an end to one of the top complaints – long wait times. Learn how doing a patient waiting time analysis can help make long wait times a thing of the past.
Long patient wait times are no longer acceptable
As more of the population lives in a digital world, we are used to instant gratification. Frustration and dissatisfaction peak as we wait for service with no information, sense of order, or in stressful circumstances.
As a customer of a service, we view the entire experience as one involving many touch-points including communications and physical interactions.
Often in healthcare, many touch-points include excessive waiting times and digital transformation is slow due to political budget pressures, legacy infrastructures, and a requirement for widespread cultural change.