Have They Forgotten About Me?

I think it’s safe to say that no one enjoys a trip to the emergency room, and no factor looms larger as a source of dread than the wait you experience when you get there.  And no wonder, given an average emergency department (ED) wait time of more than four hours, according to Press Ganey.

Patient Satisfaction in the ED is more dependent on information than wait times.

Patient Satisfaction in the ED is more dependent on information than wait times.

More frustrating than the actual wait, however, is the lack of information, the simple fact of not knowing how long your wait will be, and the terrible feeling that you’ve been forgotten.  Setting expectations and communicating with patients about their wait can dramatically improve their overall ED experience.

We’ve worked with two clients, Genesis Health System and Methodist Medical Center, in the past year to add expected ED and Urgent Care Clinic wait times to their Web sites.  Patients can get an expectation ahead of time as to the wait they’ll experience once they arrive, can compare wait times between centers, and can make educated decisions on the use of the Emergency room. Patients are checking wait times in large numbers.

It just goes to show you that sometimes simple solutions can make a dramatic impact!

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This entry was posted in Best Practices, Consumer Expectations, Industry Trends by Ben Dillon. Bookmark the permalink.
Ben Dillon

About Ben Dillon

Ben’s a big picture type of guy. He loves sharing new ideas in digital marketing, keeping a watchful eye on healthcare industry trends and seeing how it all intersects. A sought-after speaker, writer, blogger and current SHSMD board member, Ben’s an influential voice in healthcare marketing, helping organizations across the country embrace online strategies to engage health consumers. Combine his industry savvy with his background in software development and you can see why he’s also an important member of Geonetric’s software team, ensuring our content management system stays a step ahead of market needs. Ben holds a master’s degree in eBusiness and strategic management from the University of Iowa and a bachelor’s degree in computer engineering from the University of Michigan. When he’s not traveling and evangelizing, Ben enjoys cooking with his family and playing the Big House with the University of Michigan Alumni marching band.

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