Waiting Time: The Expectations and Preferences of Patients in a Paediatric OPD

Abstract

Quality healthcare and satisfaction are gradually emerging as important areas, which need much attention. The factors of patient satisfaction have been identified under varied conditions globally. In the Indian context, one key patient satisfaction factor has been attributed to waiting time. Long waiting time has been one of the major reasons of patient dissatisfaction and assumes significance when associated with paediatric events. The following study has successfully identified key attributes, which are associated with long waiting times within paediatric outpatient department (OPD) settings. The possible implications of the long waiting periods have been recorded through semi-structured interviews, and further in-depth analysis of individual factors were carried out to predict the probable outcomes. The qualitative exploratory study design has helped to understand the perception of parents/care givers (in case of neonates and toddlers) and adolescents, thereby successfully highlighting the need for further study in the patient satisfaction domain involving paediatric population. The various implications which the waiting time has on them have been taken into consideration. The inter-related themes have been identified after analyzing the interviews. These substantiate the fact that designing innovative mitigation strategies on proper and timely communication, updated technological know-how, improvising hospital protocols for better operational processes and coordination among the staff can go a long way in enhancing the patient/parent experience within OPD settings.

Challenges Encountered by Healthcare Providers in COVID-19 Times: An Exploratory Study

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Improving Patient Satisfaction at Paediatric Outpatient Clinic Services, Hospital Tuanku Fauziah

“…the children visiting the Paediatric Outpatient Clinic also are with distinctive physical, emotional and mental developmental stages. Hence it becomes difficult to determine the quality of outcome regarding healthcare (Sengupta et al, 2019). Most paediatric patients are depending on the parents/guardian; thus, any issue or complaints will be expressed by the parents; although some children are independent to voice out their opinion.…”

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“…This has resulted to crowded areas which often lead prolonged waiting time. 1 Informal complaints regarding service delivery from patients arose, often with the prolonged waiting time. The General Clinic thus required a systematic study of its services for its efficient management and function.…”

“…It is a helpful way to find a best method of doing a work, and to assist effectively in managing and controlling its activity. 1,2 In time and motion studies, an external observer captures detailed data on the movements and duration required to accomplish a task followed by analysis focused on improving efficiency. 3 The principal philosophy of this kind of study is that (a) although there are numerous ways to perform any task, one method will be superior to others, and (b) the superior method can be determined by observing and analyzing the time taken to carry out parts of the activity.…”