Psychology of Waiting to Improve Overall Patient Satisfaction
1.25 hour recorded audio and power point
Recorded on September 25, 2015
Course Description: Reaction to the experience of waiting is defined less by the overall length of the wait and more by the psychology of waiting. To create the sort of experience that attracts and retains patients, urgent care operators must work at the source of patient expectations and perceptions about wait rather than focusing solely on reducing its duration. Learn what the research tells us about waiting psychology, and proven methods for improving satisfaction with the wait experience.
- Describe the behavioral economics principles that underpin the psychology of waiting
- Summarize the relationship between a patient's experience of waiting and overall satisfaction.
- Apply concepts for improving overall patient satisfaction by improving the experience of waiting for care.
- Review the relevant research
- Present real world examples
Michael Burke Founder/CEO, Clockwise.MD A serial entrepreneur, Mike has over 16 years of experience starting and leading healthcare technology companies. In 2001 Mike founded Dialog Medical, which became a leading provider of "Informed Consent" systems to hospitals and physicians. He sold the company in 2011 to Standard Register (NYSE: SR). He started Clockwise.MD in 2013.
Financial Disclosures: Salaried/Owner, Major Stockholder in Lightshed Technologies and Clockwise MD.
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.
Urgent Care Management Certificate (UCMC) Credit
This course is designated for 1 credit of Operations towards the Urgent Care Management Certificate.
Submitting for Credit:
If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam. You must answer 3 out of 5 correctly to receive credit. Your credit will be placed in your profile under Professional Development or click on "My Credits". Email firstname.lastname@example.org with questions.
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