The effects of learners on waiting times and patient satisfaction in an ambulatory teaching practice

Data regarding waiting times and times with nurses and physicians were recorded for 656 patients visiting a large family practice unit. Patients also provided estimates of their own waiting times and ratings of the acceptability of these waits. The data were analyzed to assess whether any differences exist in terms of waiting times, times with providers, and waiting time satisfaction for patients seen by clinical clerks (medical students), resident physicians, and attending physicians. Consultation times were longer for patients seen by learners, but waiting times were shorter for these patients. Importantly, there were no significant differences in terms of patient satisfaction with consultation time or waiting time satisfaction. Thus, while learners made a noticeable impact on consultation time, the overall effect on the patient booking system was marginal, and there was no negative impact on patient wait time satisfaction. To control for unevenness of type of providers assigned to the different services, only intermediate assessments are included in this study. The conclusions should not be generalized for other types of services.