Donahue Ryan, Russell Douglas, de Riese Cornelia, Smith Cynthia, de Riese Werner T W, Medway Allen
School of Medicine, Texas Tech University Health Science Center, Lubbock, Texas.
Department of Urology, Texas Tech University Health Science Center, Lubbock, Texas.
Urol Pract. 2017 Jan;4(1):1-6. doi: 10.1016/j.urpr.2016.02.003. Epub 2016 Sep 21.
We evaluated the relationship of patient satisfaction to arrival and wait times. We also sought to determine factors that patients considered important to the visit experience.
A total of 361 participants completed a survey in clinic to record wait times in various areas of the clinic and then rate satisfaction levels with these times and with the care received. A total of 211 participants ranked 6 factors related to the patient experience in the order considered important.
Early, on time and late arriving patients spent 26.0, 15.5 and 17.1 minutes in the waiting room and had a total visit duration of 82.5, 67.9 and 72.0 minutes, respectively. Significant differences existed between these times when the early group was compared with the on time and late groups. Early patients were significantly more satisfied with wait time in the waiting room and total clinic visit time compared to late patients. Receiving treatment or relief from a medical problem was the most important factor valued by this population.
Surprisingly, patients with longer waits were more satisfied with the time in the waiting room and overall visit duration, indicating that other variables influence patient satisfaction with perceived wait times. This study provides evidence that wait time might not be as important to patients or impact patient satisfaction as previously thought. On average wait time was ranked fifth in regard to what was important. Longer wait times did not seem to impact patient satisfaction when asked about overall satisfaction with the care received.
我们评估了患者满意度与到达时间和等待时间之间的关系。我们还试图确定患者认为对就诊体验重要的因素。
共有361名参与者在诊所完成了一项调查，记录诊所各个区域的等待时间，然后对这些时间以及所接受的护理的满意度进行评分。共有211名参与者按照认为重要的顺序对与患者体验相关的6个因素进行了排序。
提前到达、准时到达和迟到的患者在候诊室分别花费了26.0、15.5和17.1分钟，总就诊时长分别为82.5、67.9和72.0分钟。将提前到达组与准时到达组和迟到组进行比较时，这些时间存在显著差异。与迟到患者相比，提前到达的患者对候诊室等待时间和总就诊时间的满意度明显更高。接受治疗或缓解医疗问题是该人群最重视的因素。
令人惊讶的是，等待时间较长患者对候诊室时间和总体就诊时长的满意度更高，这表明其他变量会影响患者对感知等待时间的满意度。这项研究提供了证据，表明等待时间对患者可能不像之前认为的那么重要，或者对患者满意度没有影响。在被问及对所接受护理的总体满意度时，平均等待时间在重要性方面排名第五。较长的等待时间似乎并未影响患者满意度。
