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CAHPS Cues: Reducing Wait Times at Appointments

Published Date: 2025-03-21

This month, we’re focusing on how to ensure patients see their doctor within 15 minutes of their appointment time. Long wait times can significantly impact patient satisfaction, which is measured through the of the Consumer Assessment of Healthcare Providers and Systems (CAPHS) survey.

Improve “Getting Appointments and Care Quickly”

Patients schedule in-office appointments with the expectation of being seen promptly at their scheduled time. By starting an appointment no more than 15 minutes after the scheduled time, you can help create and sustain a superior care experience. Planning prior to the visit is a great best practice in addressing all these measures. Check out some tips that you can implement in your own practice to help improve this experience measure below:

Patient Experience Measure: Getting Appointments and Care Quickly
Pre-Visit	Avoid over-booking and build in buffer-time between appointments. Encourage patients to fill out paperwork before their visit. Send reminders to patients beforehand to encourage them to arrive at least 15 minutes before scheduled appointment times to allow for check-in, paperwork, etc.
During the Office Visit	Inform patients if the doctor is running behind and approximately how much longer they must wait to reduce anxiety and improve their overall experience. Use a queue app that allows patients to see their position in the line and allow them to leave and come back or reschedule if needed. Offer patients refreshments or snacks while in waiting area. Have a medical assistant go over preliminary questions with member.
Post-Visit	Survey your patients about their experience with wait times to identify opportunities for improvement. Contact no-shows and late arrivals to understand the reasons for their missed or delayed appointments and discuss future solutions.

Thank you for your partnership in providing excellent health care to our members. As a result, this improves health outcomes, fosters patient loyalty, enhances staff morale, and mitigates risk.