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Meaningful Wait Times: Improving the Patient Perception of Care
Gilberto Gamba, MS, BSN, RN
Cambridge Health Alliance
Introduction/Problem
The Interventions
Patient wait times have been linked extended patient distress, inefficiencies in health care
delivery, and low patient satisfaction scores. Wait times is of growing importance in the
provision of quality healthcare in Primary Care.
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The purpose of this project is to improve patient satisfaction scores related to delays and
willingness to recommend the practice by communicating with patients about delays.
Engage all team members
Think like a patient
Measure examination room wait times
Communicate with patient about delays Q 10 min.
Ongoing assessment of feedback from team
Aim/Goal
Improve patient satisfaction scores related to delays and willingness to recommend the
practice by October 2017
Eleanor Adjetey
Roberta Biajoli
Tracey Breen, MA
Gilberto Gamba, RN
Brian Green, MD
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Sylvia Kotei
Fiona Mccaughan, RN
Steve Montaque, MA
Celia Monzon, MA
Monitoring
wait times
using
kitchen
timers
Meaningful
wait times
translate
into a
better
Patient
Experience
Institute of Medicine Dimensions of Quality Care: Timeliness and Patient Centeredness.
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20 min
Results/Progress to Date
Engaged and honest communication with patients during visits is connected to meaningful
wait times which translates into decreased perception of wait time, increased perception of
care, increased patient satisfaction, increased perception of quality care, willingness to
recommend practice and improved colleague satisfaction.
The East Cambridge Care Center Team
10 min
How we got here
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Acknowledging the problem
Understanding patient needs
Lead the change
Little change matters
Communication impacts patient perception
Embedding change
Detecting ongoing opportunities
Next Steps
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Continue asking patient for input
Act on input from patient and team members
Communicate, communicate, communicate
Maintain demonstrated respect, empathy,
trust
Engage the team members as we engage
the patient
For more information, contact:
Gilberto Gamba, MS, BSN, RN - Cambridge Health Alliance - ggamba@challiance.org
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Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Gilberto Gamba (<a href="mailto:ggamba@challiance.org">ggamba@challiance.org</a>)
Department
Any departments listed on the poster or identified in the spreadsheet.
CHA - East Cambridge Care Center
Project Team
Eleanor Adjetey
Roberta Biajoli
Tracey Breen
Gilberto Gamba
Brian Green
Sylvia Kotei
Fiona Mccaughan
Steve Montaque
Celia Monzon
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
Cambridge Health Alliance
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Meaningful Wait Times: Improving the Patient Perception of Care
Date
A point or period of time associated with an event in the lifecycle of the resource
2018
Format
The file format, physical medium, or dimensions of the resource
pdf
Effectiveness
Efficiency
Patient and Family-Centeredness
Timeliness