Glogovac Georgina, Kennedy Mark E, Weisgerber Maria R, Kakazu Rafael, Grawe Brian M
Department of Orthopaedics & Sports Medicine, University of Cincinnati, Cincinnati, OH, USA.
J Patient Exp. 2020 Aug;7(4):549-553. doi: 10.1177/2374373519864828. Epub 2019 Jul 24.
The purpose of this study was to determine how wait time duration is associated with patient satisfaction and how appointment characteristics relate to wait time duration and patient satisfaction in the orthopedic surgery clinic.
Two hundred sixty-four patients visiting one of 3 ambulatory orthopedic surgery clinics were asked to estimate their wait time and to rate their satisfaction with the visit. The associations between appointment characteristics, wait time, and satisfaction were analyzed using tests, 1-way analysis of variance, and Pearson correlation coefficients.
Wait times were significantly different based on visit type, appointment time, whether an X-ray was required, and whether a trainee was involved ( < .001). Patients with wait times less than 30 minutes had higher satisfaction scores ( < .001). Satisfaction ratings were significantly different based on the surgeon's management recommendation ( = .0211), but were not significantly different based on sex, age, office location, visit type, appointment time subsection, or time spent with the physician ( > .05).
Wait times negatively correlated with satisfaction. New patient visits, appointment times in the later third of the day, appointments requiring an X-ray, and appointments involving a trainee had significantly longer wait times. Care should be taken to inform patients with visits involving these characteristics that they may experience longer than average wait times.
本研究的目的是确定等待时间长短与患者满意度之间的关联，以及预约特征与骨科手术诊所的等待时间长短和患者满意度之间的关系。
要求在3家门诊骨科手术诊所之一就诊的264名患者估计他们的等待时间，并对就诊满意度进行评分。使用检验、单因素方差分析和Pearson相关系数分析预约特征、等待时间和满意度之间的关联。
根据就诊类型、预约时间、是否需要X光检查以及是否有实习医生参与，等待时间存在显著差异（P <.001）。等待时间少于30分钟的患者满意度得分更高（P <.001）。根据外科医生的管理建议，满意度评分存在显著差异（P =.0211），但根据性别、年龄、办公地点、就诊类型、预约时间子区间或与医生相处的时间，满意度评分无显著差异（P >.05）。
等待时间与满意度呈负相关。新患者就诊、当天晚些时候的预约、需要X光检查的预约以及有实习医生参与的预约等待时间明显更长。应注意告知有这些特征就诊的患者，他们可能会经历比平均等待时间更长的等待。
