Health Services Management Research · 1994 · 144 citations · 4 references
ManagementQuality ManagementSurgeryHealthcare ManagementHealthcare Quality ImprovementPatient SafetyPatient SatisfactionPatient Satisfaction MeasurementQuality Of CareWaiting Line ManagementWaiting PeriodsWaiting Time AnalysisCustomer Waiting TimeDispatching RulesHealth Care Wait Time ManagementPatient Satisfaction AnalysisPatient Satisfaction EvaluationWaiting Time For CareWaiting Time PerceptionWaiting Time Satisfaction
Patient waiting time is a primary source of complaints in outpatient clinics, making satisfaction with wait times essential for health quality assurance. The study explores how patient attitudes toward waiting can inform quality assurance by establishing waiting‑time limits and designing patient‑dispatching rules. Survey results show patients are satisfied with waits up to 37 min when on time and 63 min when late, while those arriving 15 min early accept extra waiting but those arriving earlier expect earlier service and will only tolerate a 15‑minute extension.
Patient waiting time in outpatient clinics is often the major reason for patients' complaints about their experiences of visiting outpatient clinics. Therefore, patient satisfaction with waiting time plays a crucial role in the process of health quality assurance or quality management. This paper reports the results of a survey on patient attitude towards waiting in an outpatient surgery clinic Generally patients appear reasonably satisfied if they wait no more than 37 minutes when arriving on time, and no more than 63 minutes when late for appointments. Patients coming up to 15 minutes early are prepared to take full responsibility for the extra waiting caused, but the patients coming even earlier intend to be seen earlier and are only prepared to wait 15 minutes longer than otherwise. The potential applications of patient attitude towards waiting in the quality assurance process, ie setting up waiting time limits and designing patient dispatching rules, are also discussed.
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