What this card shows
The Chat response time card shows how long patients wait for a reply, month by month. It measures the time from a patient's message to the next staff reply in the same conversation, and plots the spread of those waits as percentile bands: 10th, 25th, median, 75th and 90th.
The median line is the typical wait. The 75th and 90th bands are the slow tail, which is usually where the patient-experience problem actually lives.
Reading the card
A percentile band answers "what did the slowest share of patients wait?" The 90th percentile means nine in ten replies were faster than that, and one in ten was slower.
The vertical axis is in hours, on a log scale. Response times run from minutes to days, and a log scale keeps both ends of that range readable on one chart. It does mean the spacing between grid lines is not even, so read the labels rather than the distances.
Hover any point to see the exact figure.
Only patient messages that actually received a staff reply are counted. Internal notes and system-generated messages are excluded.
Watch the gap between the median and the 90th percentile. A median that holds steady while the 90th percentile climbs means most patients are fine and a minority are waiting much longer.
The card lives on the Nursing & care team dashboard, on the Communication & tasks tab, and responds to the filters at the top:
Date: change the time window. It scopes by message date, and defaults to the past 6 months plus the current month.
Clinic: focus on one or more locations, if your organization has several.
Where this data comes from
This is measured straight from your patient conversations. The patient's message is timestamped when they send it from the patient portal, and the reply is timestamped when a staff member sends it from the conversation in wawa. Nothing extra needs recording, so this card reflects your inbox as it is worked.
Because a wait is only counted once a reply exists, a conversation left unanswered does not lengthen these bands. Read this card alongside Patients waiting for a reply on the same tab, which is where those unanswered conversations show up.
Opening this card
In wawa, open Insights from the sidebar, then go to Standard Reports → Nursing & Care Team → Nursing & care team. Select the Communication & tasks tab. The Chat response time card is on it.