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Original Article

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

Yu Kyung Ko1
Journal of Korean Academy of Nursing Administration 2010;16(3):219-228.
Published online: September 30, 2010

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: October 13, 2009   • Revised: December 21, 2009   • Accepted: December 28, 2009

Copyright © 2010 Korean Academy of Nursing Administration

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  • 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.
  • Key Words: Waiting Time; Patient Satisfaction; Revisiting Intention
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Table 1
General characteristics of the subjects (N=536)
jkana-16-219-i001.jpg

Missing data excluded

Table 2
Differences in waiting time, sensible waiting time and patience time by type of visiting outpatient department
jkana-16-219-i002.jpg

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)
jkana-16-219-i003.jpg

Unit: minute

Table 4
Patient satisfaction, revisiting intention of participants (N=536)
jkana-16-219-i004.jpg

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
jkana-16-219-i005.jpg

Figure & Data

References

    Citations

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    The Relationships among Waiting Time, Patient's Satisfaction, and Revisiting Intention of Outpatients in General Hospital
    J Korean Acad Nurs Adm. 2010;16(3):219-228.   Published online September 30, 2010
    DOI: https://doi.org/10.11111/jkana.2010.16.3.219
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    The Relationships among Waiting Time, Patient's Satisfaction, and Revisiting Intention of Outpatients in General Hospital
    J Korean Acad Nurs Adm. 2010;16(3):219-228.   Published online September 30, 2010
    DOI: https://doi.org/10.11111/jkana.2010.16.3.219
    Close
    The Relationships among Waiting Time, Patient's Satisfaction, and Revisiting Intention of Outpatients in General Hospital
    The Relationships among Waiting Time, Patient's Satisfaction, and Revisiting Intention of Outpatients in General Hospital

    General characteristics of the subjects (N=536)

    Missing data excluded

    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

    Differences in waiting time by general characteristics of subject (N=536)

    Unit: minute

    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

    Correlation between waiting time, patient satisfaction, revisiting intention
    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

    Table 1

    Table 2

    Table 3

    Table 4

    Table 5

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