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The relationship between patient's perceived waiting time and office-based practice satisfaction.
Fabian Camacho1, Roger Anderson, Anne Safrit
1Department of Public Health Sciences, Wake Forest University School of Medicine. fcamacho@wfubmc.edu
North Carolina Medical Journal
|March 31, 2007
Summary
Shorter patient wait times in clinics correlate with higher patient satisfaction and likelihood to return. Reduced time with physicians exacerbates satisfaction decline when combined with long waits.
Area of Science:
- Health Services Research
- Patient Experience
- Outpatient Care
Background:
- Patient waiting time in outpatient settings can impact satisfaction.
- The relationship between wait times and satisfaction may vary with other visit characteristics.
Purpose of the Study:
- To quantify the association between waiting time and patient satisfaction outcomes.
- To assess how this relationship differs based on time spent with the healthcare provider.
Main Methods:
- Cross-sectional survey data collected at point of care from 18 clinics.
- Multivariate and logistic regressions analyzed overall satisfaction, office ratings, and willingness to return.
- Covariates included time with physician, care processes, convenience, and demographics.
Main Results:
- Waiting time significantly predicted provider ratings.
- For ≤5 minutes with physician, each 10-min wait decreased ratings by 0.3 points.
- For >5 minutes with physician, each 10-min wait decreased ratings by 0.1 points.
- Increased waits decreased willingness to return (2% per minute).
Conclusions:
- Reduced waiting time is linked to increased patient satisfaction and return rates.
- Longer waits combined with less physician time significantly decrease patient satisfaction.
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