Case Study
Experience Design and Implementation
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Re-imagining the Patient Wait Time Experience for a Large Healthcare System
The Problem
The wait time experience was identified as one of the main sources of dissatisfaction by this healthcare system’s patients across all care settings. Our client knew that negative wait time experiences impacted their patients’ perception of the quality of care. The healthcare system needed to reimagine their approach to make patients feel seen and valued during extended waits. Stretched care teams also needed practical solutions that didn’t add to their workload.
The Approach
- Research and customer insight gathering
- Vision formulation
- Experience design
- Trial and implementation
We worked with a cross-functional team to gather insights and co-create a vision for the wait time experience that balanced the needs of both patients and care teams. We then designed the ideal wait time experience and trialed practical solutions to test our hypotheses and measure results across care settings.
The trials were used to identify which high-impact tactics to implement at scale. This included areas where both empathetic communications strategies and digital solutions could empower patients – and offload stretched care teams – by providing transparent, patient-centric information about expected wait times.
RESULTS
The combination of effective person-to-person communication approaches supplemented and reinforced by compelling, patient-centric digital solutions significantly improved the wait time and overall patient experience for our client.
Patient satisfaction scores at the system’s Urgent Care locations increased by 27%
Negative wait time comments on patient surveys decreased by 41%
Emergency Department Left Without Being Seen rates decreased by 14%