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. 2013:7:1655-60.
doi: 10.2147/OPTH.S49382. Epub 2013 Aug 20.

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

Michael McMullen  1 , Peter A Netland
Affiliations

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

Michael McMullen et al. Clin Ophthalmol. 2013.

Abstract

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: ambulatory care; patient satisfaction; quality of care; wait time.

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Figures

Figure 1
Figure 1
Correlation coefficients for drivers of overall patient satisfaction. Note:P-values were less than 0.001 for all drivers (Spearman’s correlation coefficients).
Figure 2
Figure 2
Average satisfaction for each driver and overall patient satisfaction. Note: Satisfaction was rated on a 7-point scale, with 7 being the highest score.
Figure 3
Figure 3
Average time spent waiting and overall patient satisfaction. Note: Satisfaction was rated on a 7-point scale, with 7 being the highest score.
Figure 4
Figure 4
Average time spent waiting and overall satisfaction by pay rate. Notes: P-values were <0.001 for all pay rates, 0.004 for pay rate 7, and 0.005 for pay rate 1 (Welch’s t-test). Error bars indicate the standard error of the mean.
See this image and copyright information in PMC

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