Waiting time analysis at university hospitals based on visitor psychology

Abstract

Hospital waiting time is an important issue for improving patient satisfaction. The problem is described as the necessity of shortening not only “direct waiting time” a physical quantity, but also “sensory waiting time,” so that patients spend the same amount of time without frustration and do not feel waiting times to be overlong. It is thus necessary to devise ways to reduce the subjective feeling of waiting. This study is an exploratory/preliminary study focusing on how patients wait based on the mother’s attending experience of a medical graduate who is aware of the issue of waiting time. A patient journey map and a mental model of attitudes toward waiting time in hospitals and feelings when waiting are created. It is suggested that the user experience (UX) will be improved by providing more sufficient services using the “time” and “space (place)” in the hospital.