Impact of waiting time on patient satisfaction


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Impact of waiting time on patient satisfaction

  1. 1. DOES CONSULTATION LENGTH HAS AN IMPACT ON THE PATIENT SATISFACTION? Valerija Vipotnik-Zupanc Ksenija Tušek-Bunc Janko Kersnik
  2. 2. Patient satisfaction <ul><li>An outcome of care </li></ul><ul><li>Contributor of better patients compliance leading to better clinical outcomes </li></ul><ul><li>A tool for quality improvement </li></ul><ul><li>The aim of the study was to determine how does consultation length impact patient satisfaction. </li></ul>
  3. 3. Methods <ul><li>Postal survey of a representative sample of 720 patients from 12 family practices in Primary health care centre Kranj Slovenia </li></ul><ul><li>A self-administered EUROPEP questionnaire </li></ul><ul><li>Q uestion on the appropriateness of waiting time and actual waiting time at the last visit in the office </li></ul><ul><li>Patients evaluate level of satisfaction on a five-points Likert scale </li></ul>
  4. 4. Results <ul><li>65,0% (469/720) response rate </li></ul><ul><li>65,0% were female patients </li></ul><ul><li>mean age was 53,7 years </li></ul><ul><li>average consultation length in the office at the last visit took 10,9 minutes </li></ul><ul><li>25% had the consultation length shorter than 8,5 minutes </li></ul><ul><li>25% had 15 minutes or longer </li></ul><ul><li>84,4% did not have enough time to get the explanation they wanted to have </li></ul>
  5. 5. Results <ul><li>longer the consultation length gives higher patient satisfaction (p < 0,001) </li></ul><ul><li>satisfaction of patients - 15 minutes or more - was on average 4 points higher (86,6 vs. 82,4 points; p = 0,003 ) </li></ul><ul><li>satisfaction of the patients - shorter than 10 minutes - dropped considerably (79,2 vs. 85,2 points; p = 001) </li></ul>
  6. 6. Conclusions <ul><li>The consultation length is an important predictor of patient satisfaction. </li></ul>