A painful counter-current to a positive patient experience is the patient’s wait time. Nobody likes waiting. And the longer an individual waits for healthcare service, the more their level of satisfaction and positive patient experience erodes.
Patients are waiting long before they get to the “waiting room.” On average it takes about three weeks to get an appointment for medical care.
Disguising the waiting experience…
The Disney folks have created a science to “deliver a positive wait time experience.” They do everything they can to distract their customer and make “the wait” as enjoyable as possible. They do this by tactics including:
