Wait time as a driver of overall patient satisfaction in an ophthalmology clinic

Abstract

Purpose: The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores. Methods: This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit. Results: There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P<0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P<0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score. Conclusion: Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status. © 2013 McMullen and Netland.