Waiting Time Is a Major Predictor of Patient Satisfaction in a Primary Military Clinic

Abstract

Patient satisfaction has emerged as an increasingly important parameter in the assessment of health care quality. Determination of the most important contributors of overall satisfaction can assist health care providers in improving care. However, simple patient satisfaction surveys are difficult to compartmentalize and fail to fully explain patient satisfaction or disapproval. We generated a model with an isolated, single intervention and evaluated patient satisfaction before and after the intervention. Documenting a significant change in postintervention general satisfaction, after changing only one aspect of patient care, can give us valuable data about the importance of this intervention. We hypothesized that in our population of young obligatory service recruits, "time factor" (time spent at scheduling an appointment and waiting in the clinic) is a major contributor of overall satisfaction. Hence, we modified this factor by intervening in clinic scheduling and waiting times. Clinic availability on the phone was improved. Clinic waiting times have been shortened significantly. This single intervention generated a significant rise in overall patient satisfaction. Our model proved that clinic availability and waiting times are significantly correlated to overall satisfaction. Statistical analysis of the satisfaction survey showed similar results, further stressing the importance of the "time factor" in soldiers' satisfaction. Measuring patient satisfaction before and after a lone intervention in one aspect of satisfaction is an effective tool. This allows us to analyze satisfaction and evaluate its major contributors.