Is patient satisfaction in ENT outpatient department influenced by clinic waiting time?

Hulme, Anders; Gan, Alex; Beena, Meera; Ejikeme, Chidinma; Narayan, Surya

doi:10.1016/j.ijsu.2013.06.284

Cited by 4 publications

(5 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…However, some exceptions were observed. In orthopedic rehabilitation clinics, the AWT of patients has no signi cant impact on satisfaction [12], while in the present study, AWT does not directly affect satisfaction; however, through the role of EWT and PWT, it has a signi cant impact on satisfaction, and an answer was obtained from the prospect theory. The prospect theory holds that the individual's evaluation and decision-making depend on the reference point.…”

Section: Discussioncontrasting

confidence: 54%

“…In addition to the shortage of medical resources, the effect of AWT on patients' satisfaction needs to be determined. Some studies show that AWT does not have a signi cant effect on patient satisfaction in orthopedic clinics [12]. Then, in the category of time factors, in addition to the AWT, the effect of other time factors on patients' satisfaction needs to be determined.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Zhang

Zhou

et al. 2023

Preprint

View full text Add to dashboard Cite

Study objective This study mainly aimed to identify the effect of waiting times on patient satisfaction. Methods A clever questionnaire was designed, and it contained two parts. The first part includes a series of short, standardized questions about expected waiting time (EWT), reasonable waiting time (RWT), limited waiting time (LWT), and basic personal information. This part of the questionnaire was filled in when the patient entered the waiting area. The second part includes perceived waiting time (PWT) and satisfaction evaluation, and this part was filled before patients entered the doctor’s office. The two questionnaires were summarized by the same number. The actual waiting time (AWT) was calculated based on the time difference between the registration time recorded by the experimenter and the time between entering the clinic. Linear regression was used to analyze the influence of waiting times on satisfaction. Before starting data collection, this study was approved by the hospital health ethics committee. Results A total of 323 questionnaires were collected, in which 292 (90.4%) were valid. EWT, LWT, RWT, and PWT had a significant effect on patient’s satisfaction (p = 0.006, p = 0.043, p = 0.009, p = 0.000), whereas AWT had no significant effect on satisfaction (p = 0.365). The difference between EWT and AWT had a significant effect on satisfaction (p = 0.000), while the difference between PWT and AWT had a significant effect on satisfaction (p = 0.000). Age, education background, gender, appointment, and hospital visit experience had no significant effect on patient satisfaction (p = 0.105, p = 0.443, p = 0.260, p = 0.352, p = 0.461). Conclusions The patient’s satisfaction of waiting time was not directly affected by the AWT, but by the subjective waiting times. And the difference between AWT and EWT has a significant impact on patient’s satisfaction. Meanwhile, the difference between AWT and PWT also has a significant impact on patient’s satisfaction. Therefore, service quality can be improved by hospital managers by focusing on the adjustment of patients’ subjective waiting time while reducing the objective waiting time.

show abstract

Section: Discussioncontrasting

confidence: 54%

Section: Introductionmentioning

confidence: 99%

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Zhang

Zhou

et al. 2023

Preprint

View full text Add to dashboard Cite

show abstract

“…When drawing on the full body of literature on patient satisfaction, both domestic and abroad, factors related to patient satisfaction can be approximately categorized as patient, medical staff, and medical environment factors. 9 – 11 , 13 , 15 , 19 , 20 , 22 – 27 Examples are presented in Table 1 .…”

Section: Introductionmentioning

confidence: 99%

Determinants and influencing mechanism of outpatient satisfaction: a survey on tertiary hospitals in the People’s Republic of China

Yu¹,

Li²,

Xue³

et al. 2016

PPA

View full text Add to dashboard Cite

ObjectiveMost patients in the People’s Republic of China prefer tertiary hospitals when seeking medical services. The aim of this study was to assess outpatient satisfaction with tertiary hospitals in the People’s Republic of China, test overall and subscale satisfaction, and explore whether sociodemographic characteristics lead to different degrees of satisfaction and whether subscale outpatient satisfaction contributes to overall satisfaction.MethodsA closed questionnaire was given out to investigate outpatients’ sociodemographic characteristics, overall satisfaction, and various subtypes of satisfaction, and a 5-point Likert scale was employed to measure the degree of outpatient satisfaction. Descriptive analysis, Kruskal–Wallis test, Spearman’s rank correlation coefficient, and logistic regression analysis were employed for statistical analysis.ResultsResponse rate was 92.48% (971/1,050). Outpatients’ sociodemographic characteristics (including sex, age, occupation, monthly income, residence, and marital status) were related to various subtypes of satisfaction to varying degrees. Outpatients who were male, older, married, with low or middle incomes, living in Shanghai or other areas of the People’s Republic of China, medical staff, or students were more satisfied with various subtypes of satisfaction than those without these characteristics. In further analyses, satisfaction with their medical needs being met by doctors had the strongest relation to overall satisfaction, followed by satisfaction with doctors’ service attitudes, medical costs, waiting time, prescription, and diagnosis and treatment time. Satisfaction with environment had the weakest contribution to overall satisfaction.ConclusionThis study gave some suggestions for tertiary hospitals in advanced areas of the People’s Republic of China. Outpatient sociodemographic characteristics should be paid more attention by medical staff to improve the degree of satisfaction. Tertiary hospitals in the People’s Republic of China should provide more support on the management of doctors, medical costs, and time.

show abstract

“…In orthopedic rehabilitation clinics, the AWT of patients has no significant impact on satisfaction. [ 12 ] AWT does not directly affect satisfaction; however, through the role of EWT and PWT, it has a significant impact on satisfaction, and an answer was obtained from prospect theory. Prospect theory holds that an individual’s evaluation and decision-making depend on the reference point.…”

Section: Discussionmentioning

confidence: 99%

“…[ 11 ] It shows that the AWT does not have a significant effect on patient satisfaction. [ 12 ] Then, in the category of time factors, in addition to AWT, the effect of other time factors on patient satisfaction needs to be determined.…”

Section: Introductionmentioning

confidence: 99%

Effect of waiting time on patient satisfaction in outpatient: An empirical investigation

Zhang,

Ma,

Zhou

et al. 2023

Medicine

View full text Add to dashboard Cite

This study aimed to identify the effect of waiting time on patient satisfaction and the relationship between different types of waiting time. The questionnaire contained 2 parts. The first part included questions about expected waiting time (EWT), reasonable waiting time, tolerance waiting time, and basic personal information. The second part included perceived waiting time (PWT) and satisfaction evaluation. The actual waiting time (AWT) was recorded by the worker. Linear regression was used to analyze the influence of waiting time on satisfaction. Before data collection, this study was approved by the hospital’s health ethics committee. In total, 323 questionnaires were collected, of which 292 (90.4%) were valid. The EWT, tolerance waiting time, rational waiting time, and PWT had a significant effect on patient satisfaction (P = .006, P = .043, P = .009, P = .000), whereas AWT had no significant effect on satisfaction (P = .365). The difference between the EWT and AWT had a significant effect on satisfaction (P = .000), while the difference between the PWT and AWT had a significant effect on satisfaction (P = .000). Age, educational background, gender, appointment, and hospital visit experience had no significant effect on patient satisfaction (P = .105, P = .443, P = .260, P = .352, P = .461, respectively). Patient satisfaction with waiting time was not directly affected by AWT, but by subjective waiting times. Furthermore, objective waiting time affects patient satisfaction through the subjective waiting time. Therefore, hospital managers can improve service quality by focusing on adjusting a patient’s subjective waiting time while reducing the objective waiting time.

show abstract

Is patient satisfaction in ENT outpatient department influenced by clinic waiting time?

Cited by 4 publications

References 0 publications

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Determinants and influencing mechanism of outpatient satisfaction: a survey on tertiary hospitals in the People’s Republic of China

Effect of waiting time on patient satisfaction in outpatient: An empirical investigation

Contact Info

Product

Resources

About

Is patient satisfaction in ENT outpatient department influenced by clinic waiting time?

Cited by 4 publications

References 0 publications

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Effect of waiting time on patients’ satisfaction in outpatient: An empirical investigation

Determinants and influencing mechanism of outpatient satisfaction: a survey on tertiary hospitals in the People&rsquo;s Republic of China

Effect of waiting time on patient satisfaction in outpatient: An empirical investigation

Contact Info

Product

Resources

About

Determinants and influencing mechanism of outpatient satisfaction: a survey on tertiary hospitals in the People’s Republic of China