Evaluation of patient waiting times at an academic ophthalmology clinic

Two hundred thirty-six patient visits to a major university's ophthalmology clinic were studied to determine patient waiting time. The waiting time was studied as a function of attending physician and appointment time. Patient arrival behavior was also documented. Recommendations regarding strategies to reduce waiting times were developed based on the data. The recommendations include: redistributing patient appointments to less busy times of the day; educating patients regarding the importance of punctuality; and creating a realistic patient appointment schedule. Awareness of the importance of waiting time to the health care consumer is of particular significance for the health care provider. The study allows analysis of waiting times in order to target problem areas and provides a benchmark for evaluation of waiting time reduction efforts. These results could be applicable to most clinical settings with varying mixes of patients.