Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
Michael McMullen, Peter A NetlandDepartment of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USAPurpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.Methods: This was...
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| Autores principales: | , , |
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| Formato: | article |
| Lenguaje: | EN |
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Dove Medical Press
2013
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| Materias: | |
| Acceso en línea: | https://doaj.org/article/dadffa335f474f1ea684b75e191b5632 |
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| Sumario: | Michael McMullen, Peter A NetlandDepartment of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USAPurpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.Methods: This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit.Results: There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score.Conclusion: Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.Keywords: patient satisfaction, quality of care, wait time, ambulatory care |
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