Maximizing the Wait: 4 Ways to Transform Lost Time in Medical Facilities into Patient Engagement

By Lauren K. Janney, Co-Founder/Chief People Officer at CXPerks  

For most patients, the waiting room experience in a medical facility is synonymous with frustration. Whether it’s a routine check-up or an emergency visit, the wait time often feels like lost time—an unavoidable delay in an already stressful situation. It is suggested that nearly 20% of patients will wait more than 20 minutes to see providers, often with vulnerable groups, such as Medicaid beneficiaries, waiting even longer than those with private insurance. While some wait times are necessary and expected due to the unpredictable nature of healthcare, medical facilities have an opportunity to turn this idle time into a meaningful and engaging experience for patients and their families. 

The Reality of Waiting in Healthcare

With wait times ranging from a few minutes to sometimes several hours in emergency rooms, patients and their families are often left with little to do but scroll on their phones, flip through outdated magazines, or anxiously anticipate being called back. This passive waiting not only contributes to patient dissatisfaction but can also heighten stress, making the overall healthcare experience feel impersonal and inefficient. 

Turning Waiting into an Opportunity

Healthcare facilities aren’t necessarily investing in the wait experience, as it is often assumed there is no efficiency or revenue to be gained in doing so. However, it can be quickly argued and demonstrated that by buying back the time that patients and families sit in the waiting room – there are many benefits the provider can tap into to not only enhance the patient experience but also improve both efficiencies and revenue.  

Below are a few examples of how turning the wait time into an opportunity can be a value-add and benefit for the healthcare facility.  

1. Real-Time Updates & Transparency

One of the biggest frustrations for patients is uncertainty about their wait. Implementing digital signage or digital platforms/apps that provide real-time updates on expected wait times can significantly improve transparency and reduce anxiety. Even a simple text notification system can keep patients informed about where they are in the queue, giving them a sense of control over their time. 

2. Educational Engagement

Waiting rooms can be transformed into learning spaces where patients receive valuable health and facility information. Screens, digital platforms, and interactive tablets can offer insights into common medical conditions, preventive care tips, or explanations of upcoming procedures. This not only makes the wait feel productive but also encourages patients to be more proactive about their health. 

3. Virtual Check-Ins & Pre-Visit Questionnaires

Instead of waiting passively, patients could use this time to digitally check in, complete medical history forms, or update insurance information through an app or kiosk. This not only streamlines the visit but also allows medical staff to be better prepared when the patient is seen. 

4. Personalized Patient Interaction

Medical staff can use waiting time as an opportunity to engage with patients in meaningful ways. This time can effectively be used to conduct brief Q&A sessions, offer wellness advice, or introduce available hospital services. A simple conversation or curated digital content can make patients feel valued and attended to. 

Wait times in medical facilities don’t have to be wasted time. By implementing real-time updates, educational tools, digital check-ins, and personalized interactions delivered with curated content, healthcare providers can enhance patient satisfaction, reduce anxiety, and improve overall efficiency. A patient who feels engaged and valued during their wait is more likely to leave with a positive impression, making it a win-win for both medical facilities and the people they serve. 

About Lauren Janney

Lauren Janney brings a wealth of entrepreneurial expertise to her role as Co-founder and Chief People Officer at CXPerks, the company behind Magazine Jukebox. Passionate about creating exceptional team and customer experiences, she plays a key role in driving the company’s success. Lauren is also deeply committed to community service, actively contributing her time and talents to organizations such as Special Olympics and the Hero Kid Foundation. Outside of her professional and volunteer work, she is a proud wife and mother of three. Lauren loves cheering on her children in their various activities and making lasting memories on family camping trips.