Can't get no satisfaction?

I was thinking again about this idea of how Urgent Care is perceived by the public and about patient satisfaction in Urgent Care. Aside from my own Urgent Care experience mentioned in the previous blog, surveys also show the number one reason patients become irritated is their wait time exceed expectations. But catch this, it's not just the waiting that makes them irritable, it's not being informed of delays. Check out the article Fostering Patient Loyalty In Urgent Care Settings, by Penny J Miceli, and Dave Van Remortel. This article addresses the public perception of an Urgent Care as convenience driven (as it partially is), and thus, most patients are expecting a wait time of zero minutes. The survey also noted that patients were not likely to return unless they were 100% satisfied. If a patient bears an unexpected wait and remains dissatisfied whether or not he/she received quality service, they are still not likely to return. Simply informing of their estimated wait time and allowing them to decide whether they want to leave or stay prevents irritability and increases the likelihood of their return. On the optimistic side, this lessons the stress of the front-end staff by easing tension in the waiting room. Surprisingly enough, people are willing to wait, if they are adequately informed.