The 2nd most commonly mentioned new patient complaint: Not running on time.

The way to create trust is to make a promise—and keep it. An appointment time is a promise. 

“I sat waiting for 50 minutes after my appointment time with no explanation.”
“The only negative aspect of my first visit was the delay in being seen.”
“I was on time but sat in the waiting room for at least 25 minutes.”
“I had an 11:45 appointment and didn’t get seen until after 12:15.”
“I was seen about 35-40 mins after I was told to arrive.”
“The waiting time was over an hour past my allotted appointment time.”
“We waited almost an hour for the appointment!”
“Appointment times need to be adhered to.”

Long waiting times can signal to patients that you don’t take time seriously, giving them permission to abuse future appointment times. Or worse, miss without explanation.


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Bill Esteb, a passionate chiropractic advocate since 1981, brings a fresh perspective to the profession as Patient Media’s creative director and co-founder of Perfect Patients. With 12 insightful books examining the doctor-patient relationship, he inspires chiropractors worldwide as a chiropractic speaker, through his chiropractor coaching program, and consulting. Since 1999 Monday Morning Motivation has been emailed weekly to over 10,000 subscribers, sparking breakthroughs across the chiropractic community.

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