https://club.hcqc.co.uk/c/self-audits/edit-lesson/sections/517638/lessons/2735739
For many patients, the first impression of their GP practice is the time they spend waiting — whether on the phone, online, or in the waiting room. While waiting is sometimes unavoidable, long or poorly managed waits can create anxiety, frustration, and even clinical risk. How practices manage and communicate about waiting is therefore a powerful marker of care quality, compassion, and responsiveness.
Why This Audit Was Created
This week’s audit has been developed in line with the CQC “We” statement on Responding to people’s immediate needs:
“We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.”
The audit focuses on how long patients wait, the quality of their waiting experience, and how well staff communicate about delays. It aims to highlight opportunities for improvement that reduce stress for patients and support staff in managing pressures compassionately.
Why It Matters
- Patient safety: Delays in urgent cases can create risk if needs are not recognised and prioritised.
- Trust and transparency: Patients are more accepting of delays when they are kept informed and treated with respect.
- Equity and dignity: Accessible, comfortable waiting environments ensure that vulnerable patients (such as those with disabilities, sensory needs, or young children) are not disadvantaged.
- Staff wellbeing: Clear systems for managing queues and communicating delays help staff feel supported in difficult situations.
- CQC expectations: Waiting times and communication reflect key regulations including Regulation 9 (Person-Centred Care) and Regulation 10 (Dignity and Respect).
What Good Practice Looks Like
- Efficient telephone systems with clear call-back or triage arrangements.
- Comfortable and inclusive waiting areas, with accessible seating and clear information.
- Transparent communication about delays — using signage, digital displays, or verbal updates.
- Compassionate staff interactions, acknowledging patient frustration and offering reassurance.
- Regular review of waiting data and feedback, leading to improvements in patient flow and communication.
Final Thoughts
Wait times are more than a statistic — they shape the patient experience and influence trust in the practice. Even when delays are unavoidable, respectful communication and a supportive environment can turn a potentially negative experience into one where patients still feel valued and cared for.
By embedding this audit into routine review, practices can demonstrate a commitment to responsiveness, dignity, and continuous improvement, while giving both patients and staff confidence that waiting is managed fairly, safely, and compassionately.
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