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Wait time as a driver of overall patient satisfaction in an ophthalmology clinic
Michael McMullen1, Peter A Netland
1Department of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USA.
Purpose:
The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.
Methods:
This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit.
Results:
There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score.
Conclusion:
Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.
