Year : 2019 | Volume
: 26 | Issue : 1 | Page : 17--22
The association between waiting time and patient satisfaction in outpatient clinics: Findings from a tertiary care hospital in Saudi Arabia
Rasmah S Al-Harajin1, Sara A Al-Subaie1, Ahmed G Elzubair2
1 Department of Family Medicine, Ministry of the National Guard Health Affairs, Al Ahsa, Kingdom of Saudi Arabia
2 Division of Family Medicine and Primary Health Care, King Abdulaziz Hospital, National Guard Health Authority, Eastern Region, Al Ahsa, Kingdom of Saudi Arabia
BACKGROUND: Patient satisfaction is an important indicator for assessing the quality of health care because it affects the timely, efficient, and patient-centered delivery of quality health care, and patient satisfaction is associated with the clinical outcomes. This study aimed to examine the relationship between waiting time and patient satisfaction in a tertiary hospital in Saudi Arabia.
MATERIALS AND METHODS: A cross-sectional study was conducted at family medicine and other specialized clinics. Data were collected through a structured, self-administered questionnaire distributed to patients seen at the outpatient clinics. Variables collected were sociodemographic information and patient satisfaction scores to evaluate the association between waiting time and satisfaction.
RESULTS: A total of 406 patients participated in the study. Half of the patients reported being satisfied with the waiting time, while the remaining were dissatisfied (mean satisfaction score 38.4 ± 6.63). Family medicine clinic scored better in waiting time than other specialized clinics; between arrival and registration (P < 0.01), between registration and consultation (P < 0.01), consultation time (P < 0.01), and overall waiting time (P < 0.01). Patients treated at the family medicine clinic were more likely to be satisfied than those seen in other specialized clinics (61.2% vs. 40%, P < 0.01).
CONCLUSION: Overall satisfaction was lower than shown in previous literature. Gender and clinic type were significantly associated with satisfaction score; those who attended the family medicine clinics were more satisfied than those attending other specialized clinics. Findings may be used to inform researchers, clinicians, and policy-makers' decisions on quality improvement programs.
Dr. Rasmah S Al-Harajin
Department of Family Medicine, King Abdulaziz Hospital, National Guard Health Authority, Ministry of National Guard Health Affairs, Eastern Region, P.O. Box 2477, Al Ahsa 31982
Kingdom of Saudi Arabia
|How to cite this article:|
Al-Harajin RS, Al-Subaie SA, Elzubair AG. The association between waiting time and patient satisfaction in outpatient clinics: Findings from a tertiary care hospital in Saudi Arabia.J Fam Community Med 2019;26:17-22
|How to cite this URL:|
Al-Harajin RS, Al-Subaie SA, Elzubair AG. The association between waiting time and patient satisfaction in outpatient clinics: Findings from a tertiary care hospital in Saudi Arabia. J Fam Community Med [serial online] 2019 [cited 2019 Jan 19 ];26:17-22
Available from: http://www.jfcmonline.com/article.asp?issn=2230-8229;year=2019;volume=26;issue=1;spage=17;epage=22;aulast=Al-Harajin;type=0