C Meyer1, A Ringler2, D K Bartsch2, V Fendrich2. 1. Klinik für Viszeral-, Thorax- und Gefäßchirurgie, UKGM Marburg, Standort Marburg, Baldingerstraße, 35043, Marburg, Deutschland. Meyerch@med.uni-marburg.de. 2. Klinik für Viszeral-, Thorax- und Gefäßchirurgie, UKGM Marburg, Standort Marburg, Baldingerstraße, 35043, Marburg, Deutschland.
Abstract
INTRODUCTION: Waiting times are a negative aspect for patients and therefore have a major influence on patient satisfaction. The aim of this research study was to evaluate waiting times from registration until first contact with a doctor in the outpatient department of the Polyclinic for Visceral, Thoracic and Vascular Surgery of the University Hospital Marburg. MATERIAL AND METHODS: Waiting times for 253 patients in the outpatient department were measured over a time period of 3 months. The mean age was 59.6 years (range 13-91 years). Patients were asked if they were satisfied with the waiting time and whether waiting time is a criterion in the choice of hospital. RESULTS: The mean waiting time of all 253 patients was 61 min, 48 (19 %) patients had to wait less than 15 min, 42 (16.6 %) patients 15-30 min, 57 (22.5 %) patients 30-60 min, 65 (25.7 %) patients 60-120 min, 36 (14.2 %) patients 120-240 min and 5 (2 %) patients had to wait 240-300 min. The mean waiting time was 109 min in the group of dissatisfied patients, whereas satisfied patients had a mean waiting time of 46 min (p = 0.000). We further evaluated patient satisfaction in correlation with waiting times at a cut-off of 30 min. Of the patients 163 had to wait more than 30 min whereby 106 (65 %) patients out of this group evaluated the waiting time as appropriate and 57 (35 %) as unsatisfactory. A total of 90 patients had to wait 30 min or less whereby 88 (97.8 %) patients out of this group were satisfied with the waiting time and 2 (2.2 %) were dissatisfied (p = 0.000). For 144 (56.9 %) out of the 253 patients the waiting time was a major criterion in the choice of hospital. CONCLUSION: Short waiting times play an important role in patient satisfaction and therefore represent a major competitive factor. From our results we concluded that a waiting time of 30 min should not be exceeded in order to maintain a high patient satisfaction.
INTRODUCTION: Waiting times are a negative aspect for patients and therefore have a major influence on patient satisfaction. The aim of this research study was to evaluate waiting times from registration until first contact with a doctor in the outpatient department of the Polyclinic for Visceral, Thoracic and Vascular Surgery of the University Hospital Marburg. MATERIAL AND METHODS: Waiting times for 253 patients in the outpatient department were measured over a time period of 3 months. The mean age was 59.6 years (range 13-91 years). Patients were asked if they were satisfied with the waiting time and whether waiting time is a criterion in the choice of hospital. RESULTS: The mean waiting time of all 253 patients was 61 min, 48 (19 %) patients had to wait less than 15 min, 42 (16.6 %) patients 15-30 min, 57 (22.5 %) patients 30-60 min, 65 (25.7 %) patients 60-120 min, 36 (14.2 %) patients 120-240 min and 5 (2 %) patients had to wait 240-300 min. The mean waiting time was 109 min in the group of dissatisfied patients, whereas satisfied patients had a mean waiting time of 46 min (p = 0.000). We further evaluated patient satisfaction in correlation with waiting times at a cut-off of 30 min. Of the patients 163 had to wait more than 30 min whereby 106 (65 %) patients out of this group evaluated the waiting time as appropriate and 57 (35 %) as unsatisfactory. A total of 90 patients had to wait 30 min or less whereby 88 (97.8 %) patients out of this group were satisfied with the waiting time and 2 (2.2 %) were dissatisfied (p = 0.000). For 144 (56.9 %) out of the 253 patients the waiting time was a major criterion in the choice of hospital. CONCLUSION: Short waiting times play an important role in patient satisfaction and therefore represent a major competitive factor. From our results we concluded that a waiting time of 30 min should not be exceeded in order to maintain a high patient satisfaction.
Entities:
Keywords:
Outpatient clinic; Patient satisfaction; Process optimization; Waiting period
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