The use of various appointment systems among patients visiting academic outpatient centers in Kerman and the evaluation of patients’ perspective and satisfaction

Abstract

Background To optimize appointment systems, it is necessary to assess their users’ perspectives. This study aims to determine the use of various appointment systems among patients in academic outpatient centers and to investigate their perspectives and satisfaction. Methods This survey study was conducted on 332 patients or those accompanying patients in academic outpatient centers. A five-part questionnaire consisting of (1) demographic information, (2) willingness to use systems, (3) problems when using these systems, (4) problems after reserving the appointment, (5) recommendations and critics was used. The relationship between the system of interest and the available tools was examined by the Chi-square test, and the relationship between demographic characteristics and satisfaction was assessed using multiple regression. Results The participants’ overall satisfaction towards appointment systems, regardless of the type of system, was 49.12 ± 16.04 (out of 100). Satisfaction with the appointment system using Unstructured Supplementary Service Data (USSD) was significantly higher than the other two systems (p = 0.03). Web-based application and Interactive Voice Response (IVR) were the most frequently used systems with 61% and 48%, respectively. More than half of those who had access to a telephone (56%) preferred the IVR appointment system, and most of those who had Internet access (71%) preferred the web-based application (p < 0.05). Among 137 participants who had access to both the Internet and telephone, 49% (n = 67) stated that they would rather arrange their appointment through the web-based application. Conclusion The web-based application and IVR are the most frequently used and favorable appointment system among the patients or those accompanying patients. Despite the availability of the infrastructure, the participant had moderate satisfaction with these systems due to their failures. Therefore, to have more efficient systems and increase patients or those accompanying patients satisfaction with these systems, healthcare authorities should have a plan to solve the problems of these systemes and use the capacity of information resources to inform the community regarding these systems.

Evaluation of Patient Satisfaction With the New Web-Based Medical Appointment Systems “Mawid” at Primary Health Care Level in Southwest Saudi Arabia: A Cross-Sectional Study

“…In fact, most studies reported that appointment systems signifi­cantly reduce the time of arranging appointments and save the participants’ time [ 12 ]. This result is consistent with the results of studies [ 10 , 15 , 21 - 23 ], which have shown that appointment systems can effectively reduce waiting time.…”

“…Several studies assessing web-based systems documented their efficiency, and most patients would use the service again [7][8][9][10][11][12][13][14][15][16][17]. To date, there are few studies about the efficacy of web-based appointment systems in Saudi Arabia [18].…”

Voice of the Customer: Factors Impacting Beneficiary Choice of Programs in TRICARE

“…Literature shows that integration of patient centered scheduling systems through web-based or interactive voice response systems could lead to better accessibility and availability of care. 20,21 While there are technical solutions to improving appointment availability, lack of providers accepting the TRICARE benefit is a continuing challenge. 22 In addition to increased choice and flexibility, participants wanted high-quality care.…”