Managing waiting patients' perceptions: the role of process control.
In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients' fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process.
Naumann
S
S
Eberhardt School of Business, University of the Pacific, Stockton, California, USA.
Miles
J A
JA
D000328:Adult; D004636:Emergency Service, Hospital / Q000458:organization & administration* / Q000592:standards / Q000706:statistics & numerical data; D005260:Female; D019538:Health Care Surveys; D006297:Health Services Accessibility / Q000458:organization & administration; D015285:Hospital-Patient Relations; D006779:Hospitals, Public / Q000592:standards; D006780:Hospitals, Rural / Q000592:standards; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D017064:Process Assessment, Health Care; D012935:Social Justice; D017748:Time Management; D017749:Total Quality Management; D006113:United Kingdom; D014850:Waiting Lists