Beyond the Clock: Improving the Human Experience of Waiting in Healthcare

This white paper examines one of healthcare’s most persistent challenges: waiting.

Grounded in insights from our Community Council and healthcare leaders from around the world, this report reveals the innovative ways organizations are addressing the experience of waiting. The findings suggest that organizations making the greatest progress are those reframing wait times through two interconnected lenses:

1. An Operational Lens: Improving operational flow and reducing unnecessary delays
2. A Human Lens: Improving the human experience of waiting itself

Packed with 48 strategies shared by over 30 global leaders, learn how organizations are working to reduce unnecessary delays while also improving how the wait is experienced by patients and families through communication, transparency, empathy, and coordinated care delivery.