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Predictability, choice and control

Manage timing, changes and wait times

Improve predictability by clearly communicating wait times, changes, and processes so customers can plan and feel more in control.

A man a looking into his mobile

Why this matters

 

When people don't know how long they'll have to wait or if there will be changes, they are less likely to visit. Accurate wait times and predictability help people prepare.

“When you check in at the doctors, it has what number you are in line. So, once you're there and you’re checked in, you can walk outside and go sit in your car, then come back in when it's close to your appointment time.” 

Community Member

What best practice looks like:

 
  • Have digital displays or apps showing up to date wait times
  • Display real-time busyness indicators (similar to Google Maps)
  • Keep layouts and processes consistent wherever possible
  • Develop a method to hold position when out of line 
  • Train staff to communicate wait times accurately
  • Provide examples of the tools people can bring and what they can ask for

Example:

A pharmacy shows wait times for service on-screen. They send text updates if there are delays and invite patients to wait in their car if they prefer. The website has detailed information about what to expect when they visit. Staff send appointment reminders and an email one week before any changes that may affect patients.