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: McMullen M, Netl, PA
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Lenguaje:EN
Publicado: Dove Medical Press 2013
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Acceso en línea:https://doaj.org/article/dadffa335f474f1ea684b75e191b5632
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spelling oai:doaj.org-article:dadffa335f474f1ea684b75e191b56322021-12-02T02:57:42ZWait time as a driver of overall patient satisfaction in an ophthalmology clinic1177-54671177-5483https://doaj.org/article/dadffa335f474f1ea684b75e191b56322013-08-01T00:00:00Zhttp://www.dovepress.com/wait-time-as-a-driver-of-overall-patient-satisfaction-in-an-ophthalmol-a14108https://doaj.org/toc/1177-5467https://doaj.org/toc/1177-5483Michael 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 careMcMullen MNetlPADove Medical PressarticleOphthalmologyRE1-994ENClinical Ophthalmology, Vol 2013, Iss default, Pp 1655-1660 (2013)
institution DOAJ
collection DOAJ
language EN
topic Ophthalmology
RE1-994
spellingShingle Ophthalmology
RE1-994
McMullen M
Netl
PA
Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
description 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
format article
author McMullen M
Netl
PA
author_facet McMullen M
Netl
PA
author_sort McMullen M
title Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
title_short Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
title_full Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
title_fullStr Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
title_full_unstemmed Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
title_sort wait time as a driver of overall patient satisfaction in an ophthalmology clinic
publisher Dove Medical Press
publishDate 2013
url https://doaj.org/article/dadffa335f474f1ea684b75e191b5632
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