Journal ArticleDOI
Patient attitude towards waiting in an outpatient clinic and its applications.
TLDR
The results of a survey on patient attitude towards waiting in an outpatient surgery clinic suggest that patients appear reasonably satisfied if they wait no more than 37 minutes when arriving on time, and no less than 63 minutes when late for appointments.Abstract:
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.read more
Citations
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Journal ArticleDOI
Outpatient scheduling in health care: a review of literature
Tugba Cayirli,Emre A. Veral +1 more
TL;DR: This paper provides a comprehensive survey of research on appointment scheduling in outpatient services and identifies future research directions that provide opportunities to expand existing knowledge and close the gap between theory and practice.
Journal ArticleDOI
Willing to wait?: The influence of patient wait time on satisfaction with primary care
TL;DR: The time spent with the physician is a stronger predictor of patient satisfaction than is the time spent in the waiting room, and shortening patient waiting times at the expense of time spending with the patient to improve patient satisfaction scores would be counter-productive.
Journal ArticleDOI
Using simulation modeling to improve patient flow at an outpatient orthopedic clinic.
TL;DR: Statistical analysis of data taken before and after the implementation of discrete event simulation modeling indicate that waiting time measures were significantly improved and overall patient time in the clinic was reduced.
Journal ArticleDOI
Assessment of patient classification in appointment system design
TL;DR: Simulation results indicate that new appointment systems that utilize interval adjustment for patient class are successful in improving doctors' idle time, doctors' overtime and patients' waiting times without any trade-offs.
A Survey of Health Care Models that Encompass Multiple Departments
TL;DR: In this paper, a survey of quantitative health care models to illustrate the extent to which they encompass multiple hospital departments is presented, and the authors provide general overviews of the relationships that exist between major hospital departments and describes how these relationships are accounted for by researchers.
References
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Journal ArticleDOI
Patient Satisfaction—An Attribute or Indicator of the Quality of Care?
TL;DR: A strong case can be made to include patient satisfaction in QA, including ethical considerations, philosophical changes occurring in the health care field, and a clear definition of the impact of patient satisfaction on quality care.
Journal ArticleDOI
Patient Satisfaction: An Attribute or Indicator of Quality Care?
TL;DR: The patient has rights and is in a position to express satisfaction or dissatisfaction with the quality of health care provided and is concluded that the patient has such rights.
Journal ArticleDOI
Obstacles to Total Quality in Health Care
TL;DR: As the pressure and concern for quality throughout hospitals and community services develops, provider units are beginning to appreciate the relevance of management and organisational approaches to achieving Total Quality Service.