The association between waiting time and patient satisfaction in outpatient clinics: Findings from a tertiary care hospital in Saudi Arabia.
Patient satisfaction
Saudi Arabia
waiting time
Journal
Journal of family & community medicine
ISSN: 1319-1683
Titre abrégé: J Family Community Med
Pays: India
ID NLM: 100911100
Informations de publication
Date de publication:
Historique:
entrez:
31
1
2019
pubmed:
31
1
2019
medline:
31
1
2019
Statut:
ppublish
Résumé
Patient satisfaction is an important indicator for assessing the quality of health care because it affects the timely, efficient, and patient-centered delivery of quality health care, and patient satisfaction is associated with the clinical outcomes. This study aimed to examine the relationship between waiting time and patient satisfaction in a tertiary hospital in Saudi Arabia. A cross-sectional study was conducted at family medicine and other specialized clinics. Data were collected through a structured, self-administered questionnaire distributed to patients seen at the outpatient clinics. Variables collected were sociodemographic information and patient satisfaction scores to evaluate the association between waiting time and satisfaction. A total of 406 patients participated in the study. Half of the patients reported being satisfied with the waiting time, while the remaining were dissatisfied (mean satisfaction score 38.4 ± 6.63). Family medicine clinic scored better in waiting time than other specialized clinics; between arrival and registration ( Overall satisfaction was lower than shown in previous literature. Gender and clinic type were significantly associated with satisfaction score; those who attended the family medicine clinics were more satisfied than those attending other specialized clinics. Findings may be used to inform researchers, clinicians, and policy-makers' decisions on quality improvement programs.
Sections du résumé
BACKGROUND
BACKGROUND
Patient satisfaction is an important indicator for assessing the quality of health care because it affects the timely, efficient, and patient-centered delivery of quality health care, and patient satisfaction is associated with the clinical outcomes. This study aimed to examine the relationship between waiting time and patient satisfaction in a tertiary hospital in Saudi Arabia.
MATERIALS AND METHODS
METHODS
A cross-sectional study was conducted at family medicine and other specialized clinics. Data were collected through a structured, self-administered questionnaire distributed to patients seen at the outpatient clinics. Variables collected were sociodemographic information and patient satisfaction scores to evaluate the association between waiting time and satisfaction.
RESULTS
RESULTS
A total of 406 patients participated in the study. Half of the patients reported being satisfied with the waiting time, while the remaining were dissatisfied (mean satisfaction score 38.4 ± 6.63). Family medicine clinic scored better in waiting time than other specialized clinics; between arrival and registration (
CONCLUSION
CONCLUSIONS
Overall satisfaction was lower than shown in previous literature. Gender and clinic type were significantly associated with satisfaction score; those who attended the family medicine clinics were more satisfied than those attending other specialized clinics. Findings may be used to inform researchers, clinicians, and policy-makers' decisions on quality improvement programs.
Identifiants
pubmed: 30697100
doi: 10.4103/jfcm.JFCM_14_18
pii: JFCM-26-17
pmc: PMC6335837
doi:
Types de publication
Journal Article
Langues
eng
Pagination
17-22Déclaration de conflit d'intérêts
There are no conflicts of interest.
Références
J Ambul Care Manage. 1983 Aug;6(3):20-7
pubmed: 10260999
BMC Health Serv Res. 2007 Feb 28;7:31
pubmed: 17328807
N C Med J. 2006 Nov-Dec;67(6):409-13
pubmed: 17393701
Indian J Community Med. 2009 Jan;34(1):35-42
pubmed: 19876453
Soc Sci Med. 1991;32(10):1111-9
pubmed: 2068594
J Nurs Care Qual. 2011 Apr-Jun;26(2):178-85
pubmed: 21372647
J Cutan Aesthet Surg. 2010 Sep;3(3):151-5
pubmed: 21430827
Indian J Psychiatry. 2011 Jan;53(1):1-3
pubmed: 21430999
Ann Emerg Med. 2014 Oct;64(4):351-7
pubmed: 24656761
Fam Pract. 1989 Jun;6(2):130-4
pubmed: 2744297
Soc Sci Med. 1994 Mar;38(5):733-48
pubmed: 8171352
Ann Intern Med. 1997 Sep 15;127(6):483-5
pubmed: 9313007