Team-Tested Practices
Patients waiting in line.

Helping patients understand why they're waiting in line can make the wait seem not so long.

Waiting in Line Is a Bummer

No one wants to wait in line, especially at the pharmacy after a doctor visit. But most patients don’t understand how a pharmacy works, and don’t appreciate the work takes time. To understand the patients’ perception of waiting, and to understand a possible cause, one outpatient pharmacy circulated a customer survey to gain some insight. While it improved the pharmacy’s overall score, the technicians found the survey time consuming. Their next step was to be more accountable and listen to customer needs.

What Got Results

  • Asking members about their experience
  • Rounding the wait area to see if anyone is there for a half-hour or more
  • Understanding the patient’s need and their perception of waiting
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