The psychology of the wait time experience – what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study

Chu, Holly; Westbrook, Robert A.; Njue-Marendes, Sarah; Giordano, Thomas P.; Dang, Bich N.

doi:10.1186/s12913-019-4301-0

Cited by 54 publications

(61 citation statements)

References 34 publications

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“…In the regression model, we could not find any variables that were associated with migrant patients’ perceptions of waiting times. However, a qualitative study in the USA found that patients’ ‘willingness to wait’ was influenced by the actual wait time, the perceived value of the visit, the cost of waiting, and health facility and provider factors [ 45 ]. Hence, this area needs further research in South Africa.…”

Section: Discussionmentioning

confidence: 99%

“…Patients from Southern Africa were more likely to indicate that they were treated politely during their visit to the health facility. This is surprising and could relate to prior expectations or past experiences in South Africa [ 45 ], the resource constraints of the health systems in their home countries [ 41 ], and/or the similarities of indigenous languages in these countries, with those in South Africa.…”

Section: Discussionmentioning

confidence: 99%

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Migrants’ perceptions of health system responsiveness and satisfaction with health workers in a South African Province

White

Levin

Rispel

2020

Global Health Action

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Background : There is global emphasis on quality universal health coverage (UHC) that is responsive to the needs of vulnerable communities, such as migrants. Objective : Examine the perceptions of migrants on health system responsiveness (HSR) and their satisfaction with health workers in public health facilities of a South African Province. Method : We conducted a cross-sectional study in 13 public health facilities. Following informed consent, we used a semi-structured questionnaire to collect sociodemographic information, patient perceptions of HSR and their satisfaction with health workers. Two open-ended questions gave patients the opportunity to comment on the health facility visit. We applied descriptive and multivariate analyses to our data, and thematic analysis to the qualitative responses. Results : A total of 251 migrant patients participated in the study, giving a response rate of 80.7%. The majority of patients were female (81.1%), and the mean age was 31.4 years. 30.0% of patients reported that they waited too long; 94.3% that the consulting nurse or doctor listened to them; and 89.4% that they received information about their condition. However, 81.7% said they did not know the name of the consulting nurse or doctor. The mean scores on patients’ satisfaction with health workers ranged from 7.0 (95% CI 6.42–7.63) for clerks, 7.7 (95% CI 7.4–8.0) for security guards, 7.4 (95% CI 7.1–7.6) for nurses and 8.3 (95% CI 7.93–8.63) for doctors. The predictors of patient satisfaction with nurses were being given information about their condition; polite treatment, time spent in facility, whether they received prescribed medicines; and stating that they would refer the health facility to family/friends. Four overlapping themes emerged: health workers’ attitudes; time waited at the health facility, communication difficulties; and sub-optimal procedures in the health facility. Conclusion : UHC policies should incorporate migrant patients’ perceptions of HSR and the determinants of their satisfaction with health workers.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Migrants’ perceptions of health system responsiveness and satisfaction with health workers in a South African Province

White

Levin

Rispel

2020

Global Health Action

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“…Maybe a long wait might be compensated by a very useful consultation or a successful treatment? Some studies suggest that positive experiences with consultations can mitigate negative responses to perceived wait time [ 24 ].…”

Section: Discussionmentioning

confidence: 99%

How can we improve specialist health services for children with multi-referrals? Parent reported experience

Lygre

Thuen

Gjestad

et al. 2020

BMC Health Serv Res

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Background Children with combined mental and somatic conditions pose a challenge to specialized health services. These cases are often characterized by multi-referrals, frequent use of health services, poor clinical and cost effectiveness, and a lack of coordination and consistency in the care. Reorganizing the health services offered to these children seems warranted. Patient reported experiences give important evidence for evaluating and developing health services. The aim of the present descriptive study was to explore how to improve specialist health services for children with multiple referrals for somatic and mental health conditions. Based on parent reported experiences of health services, we attempted to identify key areas of improvement. Methods As part of a larger, ongoing project; “Transitioning patients’ Trajectories”, we asked parents of children with multiple referrals to both somatic and mental health departments to provide their experiences with the services their children received. Parents/guardians of 250 children aged 6–12 years with multi-referrals to the Departments of Pediatrics and Child and Adolescent Mental Health at Haukeland University Hospital between 2013 and 2015 were invited. Their experience was collected through a 14 items questionnaire based on a generic questionnaire supplied with questions from parents and health personnel. Possible associations between overall experience and possible predictors were analyzed using bivariate regression. Results Of the 250 parents invited, 148 (59%) responded. Mean scores on single items ranged from 3.18 to 4.42 on a 1–5 scale, where five is the best possible experience. In the multiple regression model, perception of wait time ( r = .56, CI = .44–.69 / β = 0.16, CI = .05–.28), accommodation of consultations ( r = .71, CI = .62–.80 / β = 0.25, CI = .06–.45 / β = 0.27, CI = .09–.44), providing adequate information about the following treatment ( r = .66, CI = .55–.77 / β = 0.26, CI = .09–.43), and collaboration between different departments at the hospital ( r = .68, CI = .57–.78 / β = 0.20, CI = -.01–.40) were all statistically significantly associated with parents overall experience of care. Conclusions The study support tailored interdisciplinary innovations targeting wait time, accommodation of consultations, communication regarding the following treatment and collaboration within specialist health services for children with multi-referrals to somatic and mental specialist health care services.

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“…Results were reported using the Strengthening the Reporting of Observational studies in Epidemiology (STROBE) statement. 11…”

Section: Methodsmentioning

confidence: 99%

The true penalty of the waiting room: the role of wait time in patient satisfaction in a busy spine practice

Zakare-Fagbamila

Park

Dickson

et al. 2020

Journal of Neurosurgery: Spine

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OBJECTIVEMost clinics collect routine data on performance metrics on physicians for outpatient visits. However, the relationship of these metrics with patient experience is unclear. The goal of this study was to investigate the relationships between the Consumer Assessment of Healthcare Providers and Systems Clinician and Group Survey (CG-CAHPS), the standard patient experience survey, and clinic performance metrics to understand the determinants of patient satisfaction and identify targets for improving patient experience.METHODSThe authors performed a retrospective single-institution cohort review of spine surgeon metrics over 15 months including demographics, waiting-room times, in-room times, lead times, timely note closure, timely MyChart responses, and monthly patient volume. Kruskal-Wallis tests and mixed-model regression were used to determine the predictors of 3 domains of patient satisfaction—Global, Access, and Communication.RESULTSOver 15 months, 22 surgeons conducted 27,090 visits. The average clinic visit total time was 85.17 ± 25.75 minutes. Increased wait times were associated with poor Global (p = 0.008), Access (p < 0.001), and Communication scores (p = 0.003) in univariate analysis. Every 10-minute increase in waiting time was associated with a 3%, 9.8%, and 2.4% decrease in Global, Access, and Communication scores, respectively. Increased in-room time was also an independent predictor of poor Access scores (p < 0.001). In multivariate analysis, increased wait times were negative predictors of Global (p = 0.005), Access (p < 0.001), and Communication (p = 0.002) scores.CONCLUSIONSExcessive waiting-room time significantly impacts unexpected dimensions of the patient experience and impacts communication with patients. Understanding the complex relationship between the factors that inform the patient experience will help target effective interventions to improve clinic efficiency and patient satisfaction.

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The psychology of the wait time experience – what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study

Cited by 54 publications

References 34 publications

Migrants’ perceptions of health system responsiveness and satisfaction with health workers in a South African Province

Migrants’ perceptions of health system responsiveness and satisfaction with health workers in a South African Province

How can we improve specialist health services for children with multi-referrals? Parent reported experience

The true penalty of the waiting room: the role of wait time in patient satisfaction in a busy spine practice

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