Related Experiment Video
Updated: May 13, 2026
14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Improving wait times and patient satisfaction in primary care
Melanie Michael1, Susan D Schaffer, Patricia L Egan
1University of South Florida College of Nursing in Tampa, Florida, USA. mmichael@health.usf.edu
Summary
Reducing patient wait times in primary care settings significantly boosts patient satisfaction. This study used quality improvement methods to achieve these positive outcomes, offering a model for other clinics.
Area of Science:
- Health Services Research
- Quality Improvement Science
- Primary Care Medicine
Background:
- Patient satisfaction is inversely related to wait times in ambulatory care.
- Timeliness of care in primary care settings is understudied despite its importance.
- Minimizing wait times is crucial for enhancing patient experience and care delivery.
Purpose of the Study:
- To increase patient satisfaction by reducing wait times in primary care.
- To apply the Dartmouth Microsystem Improvement Curriculum (DMIC) framework and Plan-Do-Study-Act (PDSA) methodology.
- To demonstrate the effectiveness of quality improvement initiatives in primary care settings.
Main Methods:
- Implementation of the Dartmouth Microsystem Improvement Curriculum (DMIC) framework.
- Utilized the Plan-Do-Study-Act (PDSA) cycle for iterative testing and improvement.
- Employed a pretest-posttest pre-experimental study design to evaluate changes.
Main Results:
- Significant reductions in mean waiting room wait times (p = .001).
- Significant reductions in mean exam room wait times (p = .047).
- Significant increase in patient satisfaction with waiting room wait time (p = .029).
Conclusions:
- The DMIC framework and PDSA method effectively improve wait times and patient satisfaction in primary care.
- The study design provides a replicable model for continuous quality improvement in ambulatory care.
- Optimizing care delivery through systematic quality improvement leads to better practice performance.
Related Concept Videos
01:30Primary Healthcare Services
Primary care promotes wellness and prevents disease. This care includes health promotion, education, protection (such as immunizations), early disease screening, and environmental considerations. Settings providing this type of healthcare include physician offices, public health clinics, school nursing, and community health nursing.
In 1978, international leaders convened in Alma-Ata, Kazakhstan, for what would be a pivotal event in global health. The Alma-Ata Declaration was the first to call...
In 1978, international leaders convened in Alma-Ata, Kazakhstan, for what would be a pivotal event in global health. The Alma-Ata Declaration was the first to call...
01:13Patient-centered Care
Patient-centered care involves delivering care beyond inpatient hospitalization. Reflective practice can enhance a patient-centered approach. Reflective practice is a process of reasoning that considers all aspects of the present situation, including practicalities, learning from personal practice, and consideration of patient needs. Patients appreciate care decisions made while considering their input. Involving the patient in their care provides the patient with a sense of contribution rather...
01:26Methods Of Healthcare Delivery System
At the different levels of the healthcare system, we see varying methods of healthcare used. These methods include managed care systems, case management, and primary healthcare.
Managed Care System:
The managed care system is designed to control the cost while maintaining the quality of care. The patient's care from admission to discharge is planned by the primary care provider or the case manager, also known as the gatekeeper. In a managed care system, the number of care providers is limited...
Managed Care System:
The managed care system is designed to control the cost while maintaining the quality of care. The patient's care from admission to discharge is planned by the primary care provider or the case manager, also known as the gatekeeper. In a managed care system, the number of care providers is limited...
01:18Introduction To Health Care Delivery System
The healthcare system is constantly changing and complex. Various services are available from different healthcare providers, but gaining access to these services has become challenging for people with limited healthcare insurance. Uninsured people present a challenge to healthcare because they frequently postpone or forego treatment.
The Institute of Medicine (IOM) advocates for a patient-centered, effective, safe, timely, equitable, and effective healthcare system. The National Priorities...
The Institute of Medicine (IOM) advocates for a patient-centered, effective, safe, timely, equitable, and effective healthcare system. The National Priorities...
01:30Preventive Healthcare Services
Preventive healthcare services keep people healthy via frequent check-ups, screening, and counseling. They primarily aid in disease prevention rather than treating an acute or chronic illness. Preventive treatment also keeps individuals productive and energetic, allowing them to work well into their retirement years. Examples of preventive care services include:
01:15Methods of Documentation VI: Case Management Model
The case management model is a multidisciplinary approach that involves healthcare professionals from diverse disciplines, such as physicians, nurses, therapists, social workers, and pharmacists, working collaboratively to address the various needs of patients. Each healthcare professional brings unique expertise and perspectives, contributing to a more comprehensive understanding of the patient's condition and tailoring treatment plans accordingly.
For example, a patient with a chronic illness...
For example, a patient with a chronic illness...