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Disrupting the waiting room

Posted 05 September 2017

“Am I the next patient to be seen?”. Asked endlessly in waiting rooms all over the country, it’s a question born of anxiety, boredom and frustration. As clinics run over time, appointments run late, and patients sit in drab reception areas wondering if they’ve been forgotten, the waiting room experience leaves many patients feeling like just another number.

Your patients are customers; they live in an experience economy of seamless interaction with customer driven companies who can anticipate their every need. A few magazines and a free-to-air TV isn’t going to cut it as a positive waiting room experience when customer demands are on the rise and expectations are in line with other experiences they are having in the Apple store and the like.

The waiting room, by virtue of its name, has negative connotations for patients, and for many this is one of the first interactions they have with your organisation. Progressive healthcare facilities recognise the inherent value in making the waiting area less about waiting and more about adding value to the patient experience.

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