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

Yu Kyung Ko

doi:10.11111/jkana.2010.16.3.219

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

Go to TopGo to Top Go to BottomGo to Bottom

TOOLS

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

Original Article

Journal of Korean Academy of Nursing Administration

Journal of Korean Academy of Nursing Administration 2010; 16(3): 219-228.

Published online: 30 September 2010

DOI: https://doi.org/10.11111/jkana.2010.16.3.219

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

Yu Kyung Ko¹

¹Assistant Professor, Department of Nursing Science, College of Medical Science, Konyang University, Korea.

Correspondence: Ko, Yu Kyung. Department of Nursing Science, College of Medical Science, Konyang University, 685 Gasuwon-dong, Seo-gu, Daejeon 302-718, Korea. Tel: 82-42-600-6436, Fax: 82-42-545-5326, yukyko@konyang.ac.kr

Received 13 October 2009 Revised 21 December 2009 Accepted 28 December 2009

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.

Keywords: Waiting Time, Patient Satisfaction, Revisiting Intention

Figures and Tables

Table 1

General characteristics of the subjects (N=536)

Missing data excluded

Table 2

Differences in waiting time, sensible waiting time and patience time by type of visiting outpatient department

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)

Unit: minute

Table 4

Patient satisfaction, revisiting intention of participants (N=536)

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

References

1. Aday LA. Designing and conducting health surveys-A comprehensive surveys. 1996. 2nd ed. San Francisco: John Wiley & Sons, Inc.

2. Cho WH, Lee SH, Lee HJ, Jeon KH. Healthcare service marketing. 1999. Seoul: Taesoldang.

3. Choi MK, Jong JC, Cho MS. Difference in Patient Satisfaction on the Attitude of Hospital Workers. J Ins Health Environ Sci. 2000. 10(1):9–20.

4. Cole FL, Mackey TA, Lindenberg J. Wait time and satisfaction with care and service at a nurse practitioner managed clinic. J Am Acad Nurse Pract. 2001. 13(10):467–472.

5. Dansky KH, Miles J. Patient satisfaction with ambulatory healthcare services: Waiting time and filling time. Hosp Health Serv Adm. 1997. 42:165–177.

6. Eilers G. Improving patient satisfaction and waiting time. J Am Coll Health. 2004. 53(1):41–43.

7. Fogarty C, Cronin P. Waiting for healthcare: a concept analysis. J Adv Nurs. 2008. 61(4):463–471.

8. Giske T, Gjengedal E. Preparative waiting and coping theory with patients going through gastric diagnosis. J Adv Nurs. 2007. 57(1):87–94.

9. Kim YS, Park JW, Park YO. An analysis of in-patient complaints and subsequent intervention. J Korean Soc Qual Assur Health Care. 1997. 4(1):64–81.

10. Knudtson N. Patient satisfaction with nurse practitioner service in a rural setting. J Am Acad Nurse Pract. 2000. 12:405–412.

11. Korea Health Industry Development Institutes. 2007 Hospital evaluation programme: Survey report (2008-34). 2008. Seoul: Ministry for Health, Welfare and Family Affairs & Korea Health Industry Development Institutes.

12. Hwang JI. Factors influencing consultation time and waiting time of ambulatory patients in a tertiary teaching hospital. J Korean Soc Qual Assur Health Care. 2006. 12(1):6–16.

13. Lazarus RS, Folkman S. Stress and Appraisal and coping. 1984. New York: Springer Publishing Co..

14. Lebel S, Jakubovits G, Rosberger Z, Loiselle C, Seguin C, Cornaz C, Ingram J, August L, Lisbona A. Waiting for a breast biopsy. Psychosocial consequences and coping strategies. J Psychosom Res. 2003. 55:437–443.

15. Lee MA. A study of nursing services quality, general satisfaction of medical services, and revisiting intent of hospital. J Korean Acad Nurs Adm. 2007. 13(3):362–372.

16. Min EH. A study on the relationship repurchase and nonrelational repurchase. 2002. Seoul: Dankook University;Unpublished doctoral dissertation.

17. Parasuraman A, Zeithaml VA, Berry LL. Reassessment of expectation in measuring service quality: implication for further research. J Mark. 1994. January. 58:111–124.

18. Park GJ. Factors influencing over medical and surgical outpatients' choice of general hospital. 1994. Seoul: Yonsei University;Unpublished master's thesis.

19. Pitt D, Noseworthy T, Guilbert J, Williams JR. Waiting Lists: Management, Legalities and Ethics. Can J Surg. 2003. 46(3):170–175.

20. Park SH. Analysis of factors delaying on waiting time for medical examination of outpatient on a hospital. J Korean Soc Qual Assur Health Care. 2001. 8(1):56–72.

21. Reichheld FF, Sasser WE. Zero, defection: Quality comes to service. Harv Bus Rev. 1990. 68(5):105–111.

22. Son YM. The effect of relationship marketing implement factors on the Customer Trust, customer loyalty, and repurchase in hospital. 2004. Pusan: Kosin University;Unpublished doctoral dissertation.

23. Spaite DW, Bartholomeaux F, Guisto J, et al. Rapid process redesign in a university-based emergency department: decreasing waiting time intervals and improving patient satisfaction. Ann Emerg Med. 2002. 39(2):168–177.

24. Wagner D, Bear M. Patient satisfaction with nursing care: a concept analysis within a nursing framework. J Adv Nurs. 2009. 65(3):692–701.

TOOLS

Similar articles