Wait time as a driver of overall patient satisfaction in an ophthalmology clinic

• Main Authors: McMullen M, Netl, PA
• Format: Article
• Language: English
• Published: Dove Medical Press 2013-08-01
• Series: Clinical Ophthalmology
• Online Access: http://www.dovepress.com/wait-time-as-a-driver-of-overall-patient-satisfaction-in-an-ophthalmol-a14108
• ISSN: 1177-5467; 1177-5483

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