12/Waiting Times and Delays - Managing Patients Expectations

The letter ‘e’ of I Care = Empowering Patient. Waiting is frustrating, can negatively affect perception of quality of care, and is a common cause of patient complaints. The 2008 Press Ganey ED pulse report showed that the number one complaint by patients was not being informed about delays. Managing patient expectations has shown to be key factor in Managing patient expectations in reducing the dissatisfaction levels among patients and improving patients experience and satisfaction. In this video you will learn how to communicate waiting times and delays in order to manage patients expectations and ensure the psychological needs and expectations of waiting patients are met.

Micro-learning training created by: Nathalie Morales for her Doctoral Research