How can a receptionist help reduce patient anxiety about wait times?

• A. Provide realistic estimates, offer updates, and explain the triage process and steps being taken.
• B. Tell the patient they will be seen 'very soon' with no specifics, and avoid updates.
• C. Offer no information to manage expectations to prevent disappointment.
• D. Suggest canceling the appointment to avoid waiting.

Answer: (C)

Clear, proactive communication about wait times reduces anxiety by cutting down uncertainty and building trust. When a receptionist provides a realistic estimate of how long the patient may wait, gives updates as things change, and explains the triage process and what steps are being taken, the patient understands why delays occur and feels more in control of the situation. Explaining the triage process helps them see that someone with more urgent needs may take priority, which often eases frustration and fear because the wait feels purposeful rather than arbitrary.

To put this into practice, share an approximate wait window and the current status, offer to check back with updates, and briefly describe what’s happening (e.g., “We’re prioritizing by medical urgency and we’re updating the board; you’re next when a room becomes available”). If delays continue, keep the patient informed and offer comfortable seating, reading material, or the option of a call-back. In contrast, vague assurances or no information tend to heighten anxiety and erode trust, making the wait feel longer and more stressful.