title: Communicating outpatient perception to improve quality management.
abstract: The authors report a study of outpatients' perceptions of clinic waiting times in relation to their expectations and to waiting time norms. The waiting time norm for online registration was 10 minutes, and for blood sampling was 20 minutes. Satisfaction with the behavior of clinic nurses also is reported and analyzed.
authors.affiliation: Graduate Institute of Epidemiology, School of Public Health, Taipei, Taiwan.
authors.forename: K H
authors.initials: KH
authors.lastname: Chen
authors.forename: S R
authors.initials: SR
authors.lastname: Chang
mesh_terms: D000553:Ambulatory Care / Q000379:methods* / Q000592:standards*; D003142:Communication; D005260:Female; D006801:Humans; D008297:Male; D010358:Patient Participation; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D013624:Taiwan