Journal List > J Korean Acad Nurs Adm > v.16(3) > 1051543

Ko: The Relationships among Waiting Time, Patient's Satisfaction, and Revisiting Intention of Outpatients in General Hospital

Abstract

Purpose

The purpose of this study was to explore the degree of delay in waiting time, and the relationships of waiting time, patient satisfaction, and revisiting intention of outpatient in general hospitals.

Methods

The data were collected from June 22 to July 4, 2009. A total of 536 outpatients who visited 21 clinics of a general hospital were subjected to evaluate the waiting time. The survey tools used were the Korea Health Industry Development Institutes (2008) tool for patient satisfaction and Reichheld & Sasser (1990) for revisiting intention. The data were analyzed by SAS version 9.1, descriptive statistics, t-test, ANOVA, and Pearson correlation coefficient.

Results

The mean patient's waiting time was 28.3±30.7 min, the revealed mean score of patient's satisfaction was 2.92, and the revisiting intention showed was 4.56. The waiting time was negatively correlated with patient's satisfaction (r=-.10, p<.019). Patient's satisfaction was positively correlated with revisiting intention (r=-.51, p<.001).

Conclusion

Waiting time management is an important factor of increasing patient's satisfaction and revisiting intention in general hospitals. It is mandatory that reservation management systems take into account the patient's characteristics of visiting outpatient department in order to shorten the real waiting time.

Figures and Tables

Table 1
General characteristics of the subjects (N=536)
jkana-16-219-i001

Missing data excluded

Table 2
Differences in waiting time, sensible waiting time and patience time by type of visiting outpatient department
jkana-16-219-i002

Missing data excluded

A= patients arrived earlier than reservation time. Consequently, it accelerates reservation time

B= patients arrived earlier than reservation time

C= patients arrived later than reservation time

D= patients did not have a reservation, the day appointed patient

Table 3
Differences in waiting time by general characteristics of subject (N=536)
jkana-16-219-i003

Unit: minute

Table 4
Patient satisfaction, revisiting intention of participants (N=536)
jkana-16-219-i004

PS1= reservation and reception procedures

PS2= doctor's medical examination and treatment service

PS3= examination and prescription

PS4= environment inside of a hospital and others

Table 5
Correlation between waiting time, patient satisfaction, revisiting intention
jkana-16-219-i005

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