Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
Michael McMullen, Peter A Netland
Department of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USA
Purpose: 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
This work is published and licensed by Dove Medical Press Limited. The full terms of this license are available at https://www.dovepress.com/terms.php and incorporate the Creative Commons Attribution - Non Commercial (unported, v3.0) License. By accessing the work you hereby accept the Terms. Non-commercial uses of the work are permitted without any further permission from Dove Medical Press Limited, provided the work is properly attributed. For permission for commercial use of this work, please see paragraphs 4.2 and 5 of our Terms.Download Article [PDF] View Full Text [HTML][Machine readable]