Communicating with Patients About Long Wait Lists and Recommending Alternative Practices
When informing a patient about long wait times, be direct and empathetic, clearly explain the situation, and provide specific alternative options that would better serve their healthcare needs.
Understanding the Challenge
Long wait lists are a common challenge in healthcare settings that can have significant negative impacts on patients. Research shows that patients waiting for care often experience:
- Anxiety, depression, and deteriorating quality of life that worsens with increasing wait times 1
- Inability to function sufficiently in daily life 2
- Development of negative thoughts, emotions, and beliefs about their health and healthcare 2
- Exacerbation of existing physical and psychological conditions 2
Recommended Communication Approach
1. Prepare for the Conversation
Before meeting with the patient:
- Ensure you have privacy and adequate uninterrupted time for the discussion 3
- Have information about alternative practices ready, including their wait times if possible
- Consider the patient's specific healthcare needs and which alternatives might best meet them
2. Deliver the Message Clearly and Empathetically
When speaking with the patient:
- Use simple, direct language to explain the situation 3
- Express solidarity (e.g., "I wish our wait times were shorter") 3
- Acknowledge the patient's likely emotional response 3
- Be warm and empathetic in your nonverbal communication 3
Example script:
"I need to be straightforward with you about our current situation. Our practice currently has an exceptionally long wait list that would delay your care significantly. Because your health needs are important, I believe you would receive more timely care at another practice. I'd like to recommend some alternatives that could see you sooner."
3. Provide Specific Alternative Options
- Offer 2-3 specific alternative practices that you know are accepting patients
- Provide contact information for these practices
- If possible, mention any colleagues you personally recommend
- Consider offering to facilitate a referral to ease the transition
4. Address Patient Concerns and Questions
Common concerns may include:
- Feeling rejected or abandoned
- Worry about continuity of care
- Uncertainty about new providers
Respond by:
- Emphasizing that the recommendation is based on their best interest
- Offering to provide a summary of their medical information to the new provider
- Reassuring them about the quality of care at the recommended practices
5. Document the Conversation
After the discussion:
- Document the conversation in the patient's medical record
- Note which alternative practices were recommended
- Record any follow-up actions you've agreed to take (e.g., sending records)
Special Considerations
For Vulnerable Populations
Research indicates that the impact of waiting is greater among:
- Women
- New immigrants
- Younger patients
- Those with lower socioeconomic status
- Patients with less-positive coping abilities 1
For these patients, consider:
- Providing more detailed information about alternatives
- Offering additional support during the transition
- Following up to ensure they've connected with a new provider
For Patients Who Insist on Waiting
If a patient strongly prefers to remain on your wait list despite your recommendation:
- Explain realistic timeframes and potential health impacts of waiting
- Consider implementing a "harm-reduction" approach 4
- Document their decision after ensuring they understand the implications
- Provide interim support resources or recommendations for managing their condition
Conclusion
Communicating about long wait lists requires balancing honesty with empathy. By being direct yet compassionate, providing specific alternatives, and addressing patient concerns, you can help patients navigate this challenging situation while maintaining their trust in the healthcare system.