Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study

Area of Science:

• Healthcare Management
• Public Health
• Health Services Research

Background:

• Patient waiting time is a critical indicator of healthcare service quality.
• Prolonged waiting times are a persistent concern in healthcare systems globally.
• Understanding patient flow is essential for improving healthcare delivery.

Purpose of the Study:

• To evaluate patient waiting times in primary health care facilities in Rwanda.
• To identify factors contributing to extended waiting periods for patients.
• To gather insights into patient experiences and perceptions of waiting.

Main Methods:

• A mixed-methods approach combining quantitative and qualitative data collection.
• Quantitative data gathered using Patient Flow Time Log and structured questionnaires.
• Qualitative data collected through focus group discussions and semi-structured interviews.

Main Results:

• Overall health center waiting time averaged 211 minutes (3.5 hours).
• Average waiting time to receive a service was 81.5 minutes (1.4 hours).
• Key themes identified include sections with long waits, causes of delays, and patient needs during waiting.

Conclusions:

• High patient volume, insufficient healthcare providers, and lack of equipment contribute to prolonged waiting times.
• Increased resource and personnel allocation is crucial for primary healthcare.
• Addressing waiting time issues can enhance client satisfaction and improve healthcare quality.