Our data shows: waiting isn’t the problem. How you handle it is

Long waits in healthcare are inevitable, but how patients experience that wait makes all the difference. While delays are common, it’s the way they unfold that truly impacts patient satisfaction. From how you communicate the wait to how patients are treated during it, every step shapes their experience and, ultimately, their perception of your practice.

We’ve analysed hundreds of thousands of patient reviews from the past three years, uncovering key insights into how the waiting experience affects ratings. In this article, we’ll explore what factors truly influence patient frustration and how practices can turn long waits into opportunities to build trust and improve satisfaction.

Is your waiting room turning patients away? Here’s what they’re really saying

When patients share negative feedback, 48% of those who left poor reviews pointed to long wait times as a primary reason for their dissatisfaction. But the frustration isn’t just about the wait itself – it’s how that wait is handled. Let’s dive deeper into what our research uncovered about the specific aspects of the waiting experience that patients find most irritating:

• Uncomfortable waiting areas: From “no seating” to “too hot” or “too cold,” patients have strong opinions about waiting areas. One review even described, “The waiting area has lots of smells coming from the toilet. Unbearable smell.”
• Lack of communication: Patients often feel “left waiting” or “uninformed” when they don’t receive updates. It’s not just about the wait – it’s the silence that makes it worse.
• Misinformation about wait times: Unrealistic estimates are a big frustration. Comments like “Told 10 minutes but waited an hour” appear often, and these mismatched expectations lead to greater dissatisfaction.
• Staff attitude during the wait: Negative feedback often includes words like “rude,” “ignored,” “dismissive,” and “unhelpful,” highlighting how staff interactions – or the lack thereof – can leave patients feeling unappreciated.
• Rushed, dismissive care after long waits: After waiting for long periods, many patients feel “rushed” or treated “like a number.” One patient said, “I wasn’t in the room for more than 2 minutes,” underscoring how frustration mounts when care feels impersonal after a prolonged wait.
• Lack of patient amenities: Small comforts, like refreshments or Wi-Fi, make a big difference. One patient shared, “The clinic didn’t have free Wi-Fi, and I had to wait for hours with nothing to do.”

The clock’s ticking: how long patients are waiting on average for care

Our data gives a clearer picture of how long patients are typically waiting – and where dissatisfaction begins:

• 12% of patients waited under 15 minutes and found it acceptable.
• 18% waited 15-30 minutes, often expecting updates if delays occurred.
• 27% waited 30-60 minutes, where dissatisfaction started to build.
• 30% waited 1-2 hours, frequently expressing feelings of being “ignored” or “forgotten.”
• 13% waited over 2 hours, calling the experience “frustrating,” “unacceptable,” or “disrespectful.” Many of these patients felt completely ignored, which only added to their frustration.

Our data shows that dissatisfaction starts to build when patients wait between 30-60 minutes. After an hour, feelings of being ‘ignored’ or ‘forgotten’ arise, and for those who wait over 2 hours, the experience is often described as ‘frustrating,’ ‘unacceptable,’ or even ‘disrespectful.

Stephanie Eltz, Co-founder and CEO of Doctify

How to turn a long wait into a positive patient experience

While long wait times are part of healthcare, the experience doesn’t have to be a negative one. Small changes can make a huge difference in how patients perceive their wait – and how satisfied they feel with your practice. Here’s what patients said helped transform their waiting experience:

• Friendly staff: Patients spoke highly of friendly, approachable staff who helped ease the tension during long waits. A warm smile and a little empathy can go a long way in turning a frustrating wait into a more positive experience.
• High-quality care: Patients often said that when they felt their care was thorough and genuinely focused on their needs, they were much more willing to overlook delays. Knowing that their health was a priority helped them shift from frustration to understanding, building trust along the way.
• Acknowledgment and apologies from staff: The simple act of acknowledging the wait goes a long way. Patients mentioned that a brief apology or a simple “thank you for your patience” made them feel seen and respected. When staff recognised their time, it reassured them that their experience mattered.
• Comfortable environment:  A welcoming, comfortable waiting area can change the entire experience. Reviews frequently mentioned how a comfortable seat, proper lighting, and even small touches like refreshments or calming décor made the wait feel more manageable.