Last week, I called my doctor’s office to reschedule a check-up and was placed on hold for 9 minutes before speaking to the appointment desk.  NINE MINUTES.  While waiting for assistance, I contemplated hanging up and trying again, but my stubbornness outweighed my annoyance.  (Apparently, I’m more patient than most:  According to a study by one physician practice, 65% of patients placed on hold would hang up within two minutes.  Furthermore, 90% would hang up after four minutes.)

Listening to 540-some-odd seconds of soft rock hits from the ‘80s further solidified my opinion that all medical offices should at least be able to manage nonmedical issues via the Web in some form or fashion.  While my doctor’s office has used electronic medical records for years, it is behind the times when it comes to patient communication.  More and more, doctors are using Facebook and email to interact with patients.  Personally, I try to keep my Facebook friend roster strictly social:  No parents, bosses (sorry, Carol!) or clients allowed – and now, no medical professionals either.  But while I won’t be ‘friending’ my doctor on Facebook any time soon, I would love to be able to communicate online with the practice about administrative issues such as billing and appointments.  I’m convinced that online access would lead to greater office efficiency and an improved patient experience. 

So the next time I’m in the market for a new doctor, you can bet I’ll be adding “Web-friendly” to my list of criteria.