The Tyranny of Time: Analyzing Waiting Time as a Critical Driver of Patient Satisfaction in a Nigerian Tertiary...

Prolonged waiting time is a ubiquitous challenge in public hospitals in low-and-middle-income countries (LMICs), significantly impacting patient satisfaction and service quality. The study's objective is to analyze the components and impact of waiting time on patient satisfaction at the National Hospital Abuja (NHA).

In a cross-sectional study of 300 outpatients, time spent at different service points (records, nursing, doctor consultation, laboratory, pharmacy) and total hospital time were recorded. Satisfaction with these times was measured on a 5-point Likert scale. Data were analyzed using descriptive statistics and an independent samples t-test.

The mean total time spent in the hospital was 247.5 minutes (~4 hours). The longest waiting time was to see a doctor (112.6 ± 86.6 minutes), while the shortest was with records staff (20.7 ± 29.5 minutes). Despite the long wait to see a doctor, patients were "Very Satisfied" (mean=3.60) with the consultation time itself. Overall satisfaction with waiting time (responsiveness) was the lowest among all quality domains (mean=2.99). Insured patients spent a longer total time (267.9 min) than uninsured patients (230.8 min), but satisfaction levels did not differ significantly (P-value = 0.33).

Waiting time, particularly for physician consultation, is a major bottleneck and a key dissatisfier at the NHA. The discrepancy between long waits and high consultation satisfaction suggests that patients value the interaction once it occurs. To improve satisfaction, hospital administration must address the systemic failure of non-individualized appointment scheduling. Implementing a time-specific scheduling system is recommended as a crucial quality improvement intervention.