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Urgent Care Quarterly - Issue 3 Sneak Peek: Wait Time Trends

Posted By DocuTAP, Thursday, October 19, 2017

We’re so excited to bring you our third issue of the Urgent Care Quarterly. It’s a reflection of the growing and dynamic on-demand healthcare segment and the changing expectations of today’s patients. In this issue, we dive deep into the data to explore the importance of patient wait times, engagement, and feedback.

What is the average wait time for urgent care clinics?

Before we dive into patient satisfaction, it’s important to look at the average time patients wait during an urgent care visit. A quick look at the data shows the average wait time for a patient scheduling a visit online is 16 minutes, while walk-ins wait an average of 24 minutes before being taken back to an exam room. This represents a 33 percent longer wait—eight minutes—for walk ins.

How does check-in method affect wait times?

Sixty-three percent of online schedulers and 47 percent of walk-ins experience a wait time of less than 15 minutes.



How does wait time affect patient satisfaction?

Current research indicates that while the actual length of time patients wait has effect on overall satisfaction, patients’ expectations also play a part.

Not surprisingly, when we look at wait time and its relationship to Net Promoter Score (NPS), the data indicates that overall, NPS decrease as wait times increase. Shorter wait times result in higher scores—but patient expectations also indicate that these two groups have a different tolerance to waiting.

The Takeaway

We can’t talk about on-demand healthcare today without discussing patient engagement and the different metrics that affect it. As illustrated above, the time patients spend in the waiting room is one of these important considerations, but there are many others—and we share them in the Urgent Care Quarterly.

Read more about door-to-door times, Net Promoter Scores, and regional differences that can affect the way you manage patient expectations when you download this issue of the Urgent Care Quarterly. With the right data, you can better gauge your performance and make adjustments that move you closer to your goals.

And don't miss the next issue where we’ll dive into reimbursements and how to improve your revenue cycle. Subscribe today.

Tags:  business  center operations  clinic startup  coding  computerized provider order entry  contracting  customer service  DocuTAPpractice management  employees  human resources  patient satisfaction  Providers  quality  standards  training 

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