Do you like to wait? Did you know every patient is laden with anxiety while waiting for you?
The patient waiting experience can be transformed to be a positive and memorable interaction for your patients. It can also lead to improved patient retention and engagement.
Podcast on Medical Internet Marketing
This is an interview published on our podcast “RussandRandy.com.” Russ Faust, M.D. and I started “Russ and Randy,” a podcast on Healthcare and Medical Internet Marketing. In this interview with Karen Decuir-DiNicolo, affectionately known as Karen D3, Russ explores how the waiting experience can be fraught with anxiety, creating anger and resentment in your patients, but it can be turned around.
Karen D3 founded WaitWell to use the waiting experience as opportunity to better heal and understand our patients’ needs. In turn, medical practices and hospitals may benefit from increased patient retention and engagement.
Who is Karen D3
Kathy is many things. She is a corporate professional of over 27 years working with the likes of GM where she created a Stress Workshop that supported the GM employees. She also developed an Organization Development internship program saving the company millions in consulting fees. She is a mom, wife and an ice hockey scorekeeper.
For us, Karen is a two time cancer survivor. She knows full well the agony and anxiety of the waiting room and the stress it causes to the patient and their families. She is an expert on waiting.
Think of the surgical or emergency waiting room. What will happen? What will the doctor say? I am sure you will be surprised to learn how much anxiety exists in your own waiting room.
Improve Your Patient Experience
Karen created WaitWell after recognizing an opportunity for healthcare to further help our patients. By improving the patient waiting experience, we are improving the overall patient experience, a rising factor in CMS reimbursement (but also the “right” thing to do).
Karen remembers the cold and caustic environment of the waiting room. Sick and surrounded by sicker patients, she describes the insult of avoiding the psychological impact of her experience. “No one ever inquired about my psychological state,” she says.
Listen how she advocates transforming the “elephant in the room” to a positive and memorable can improve your patient experience, improve patient retention and engagement.
All the best!