Time spent and satisfaction of new out-patients in Department of Internal Medicine. Kaohsiung Medical College Hospital.
To assess the time spent and the degree of satisfaction of new clinic patients, one hundred and nine new out-patients from the Internal Medicine Clinic of Kaohsiung Medical College Hospital were studied from January 30th to February 6th, 1985. Both accurate field recording and telephone interviews concerning the time spent for each procedure and satisfaction with the medical personnel and expense in their first visits were carried out. The total time spent was 152 +/- 65 minutes (mean +/- SD) from questionnaire and 126 +/- 56 minutes from field recording. According to field recording, time spent in waiting for registration was 39.8 +/- 42.9 minutes. Most (55%) of study patients spent more than one hour in waiting for consultation. The time spent in waiting for filling prescription was 17 +/- 6 minutes. The accessibility of the paramedical examination units was good. The degree of satisfaction was measured by a five point rating scale for series of questions. The response were "very satisfied" or "satisfied" with professional services but not medical expense and cashier attitude. According to our results, some of our attempts to innovate service have been done including an appointment system, colored directional arrowheads, and changing our schedule to opening 30 minutes earlier.
Lu
S N
SN
Department of Internal Medicine, Kaohsiung Medical College, Taiwan, Republic of China.
Tseng
S J
SJ
Yang
C H
CH
Yen
Y I
YI
Tsai
J H
JH
Chen
C W
CW
D001071:Appointments and Schedules; D003258:Consumer Behavior; D006801:Humans; D010044:Outpatient Clinics, Hospital / Q000592:standards*; D013624:Taiwan; D013997:Time Factors