Conclusion

In conclusion, waiting for a GP appointment can have numerous negative impacts, increasing stress, frustration and negatively impacting one’s health. In this report it was found that a wait, no matter how small, is frustrating to the vast majority of people, so it is therefore important to focus on the waiting experience itself and how waiting times are communicated. This aligns with the theories of Salutogenesis that tell us a person’s sense of coherence is affected when they feel a lack of control and agency over their time. In this report three new communication touch points are proposed between a GP and their patients before their appointment as a way to proactively communicate wait times. With this proactive communication of delays and wait times, and increased operational transparency, the stress and frustration of waiting can be reduced, and a person’s sense of coherence is reinforced.