Our founder and CEO is a registered nurse in the emergency room. While the idea for tracking, publishing, and comparing customer waits was originally for the health care industry, Checked In, LLC recognizes there are many industry applications for our products. Our evidence based research is specifically for health care, however the evidence found in our research is general and can be applied to any industry.
Why Would You Want to Publish Your Business’ Customer Waits?
You are probably like most current health care professionals and your attitudes towards publishing customer wait times are skeptical at best. You probably believe that you will lose business if you have a long wait and have dissatisfied customers. If you publish wait times your staff will feel pressured to focus on decreasing customer wait times to increase patient satisfaction.
Our nursing research finds that ER’s do not need to shorten their wait times. They can improve patient satisfaction by publishing ER wait times. Publishing ER wait times for patients to compare also decreases patient overcrowding, the root cause of delayed patient care. Check out the following literature reviews, or better yet go straight to the source!
What is the Relationship Between Publishing Emergency Room Wait Times and
Quality Improvement: Delayed Emergency Department Wait Times. Integrating publication of ER Wait Times with ESI Triage to solve delayed patient care.
Bleustein, C., Rothschild, D., Valen, A., Valaitis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. American Journal Of Managed Care, May 2014; 20(5), :393-400.
- The clinical ambulatory patient experience is heavily influenced by time spent waiting for provider care. Not only are metrics regarding the likelihood to recommend and the overall satisfaction with the experience negatively impacted by longer wait times, but increased wait times also affect perceptions of information, instructions, and the overall treatment provided by physicians and other caregivers.
Soleimanpour, H., Gholipouri, C., Salarilak, S., Raoufi, P., Vahidi, R., Rouhi, A., . . . Soleimanpour, M. (2011). Emergency department patient satisfaction survey in Imam Reza hospital, Tabriz, Iran. International Journal of Emergency Medicine, 4(1), 2-9. doi:10.1186/1865-1380-4-2
- The study findings indicated the need for evidence-based interventions in emergency care services in areas such as medical care, nursing care, courtesy of staff, physical comfort and waiting time. Efforts should focus on … improving patients’ perceptions about waiting in the ED, and also improving the overall cleanliness of the emergency room.
Thompson, D. A., & Yarnold, P. R. (1995). Relating Patient satisfaction to waiting time perceptions and expectations: The disconfirmation paradigm. Academic Emergency Medicine, 2(12), 1057-1062. doi:10.1111/j.1553-2712.1995.tb03150.x
- The current study supports the validity of the disconfirmation paradigm in relating patient satisfaction to waiting time perceptions and expectations. Furthermore, it emphasizes that achieving satisfaction in a service encounter necessitates that perceived performance meet or exceed patient expectations.
Wright, G., Causey, S., Dienemann, J., Guiton, P., Coleman, F. S., & Nussbaum, M. (2013). Patient satisfaction with nursing care in an urban and suburban emergency department. Journal of Nursing Administration, 43(10), 502-508. doi:10.1097/NNA.0b013e3182a3e821
- Patient satisfaction is an important outcome measurement in the emergency department (ED). When unavoidable, the negative effect of patient wait time may be lessened by communicating expected wait time, affective support, health information, decisional control, and competent providers. Nurses can influence patient satisfaction in the ED through communication (of patient waits) and caring behaviors.
Xie, B., & Youash, S. (2011). The effects of publishing emergency department wait time on patient utilization patterns in a community with two emergency department sites: A retrospective, quasi-experiment design. International Journal of Emergency Medicine, 4(1), 29-35. doi:10.1186/1865-1380-4-29
- Descriptive statistics for wait times of the two sites before and after the publication of wait time information were used to evaluate the effects of the publication of wait time information on wait times. Multivariate logistical regression was used to test whether or not individual patients used published wait time to decide which site to visit. Research findings were consistent with the hypothesis that the publication of wait time information leads to patients selecting the site with shorter wait time. While publishing ED wait time information did not improve average wait time, it reduced the rates of lengthy wait times.
Yip, A., McLeod, S., & Xie, B. (2012). Influence of publicly available online wait time data on emergency department choice in patients with noncritical complaints. Canadian Journal of Emergency Medicine, 233-242. Retrieved December 28, 2016.
- Increased emergency department (ED) wait times lead to more patients who leave without being seen and decreased patient satisfaction. Many EDs post estimated wait times either online or in the ED to guide patient expectations. The objectives of this study were to assess patients’ awareness of online wait time data and to investigate patients’ willingness to use this information when choosing between two academic EDs in London, Ontario. There is low awareness of the availability of ED wait time data published online in the study locaton. Future research may include the delivery of a public awareness strategy for ED wait time data and a re-evaluation of ED use and patient satisfaction following this.