Improving patient satisfaction with waiting time.
Waiting times are a significant component of patient satisfaction. A patient satisfaction survey performed in the author's health center showed that students rated waiting time lowest of the listed categories--A ratings of 58% overall, 63% for scheduled appointments, and 41% for the walk-in clinic. The center used a quality improvement process and instituted schedule and reception area changes. A follow-up survey 3 months later showed A ratings of 73% overall, 81% for scheduled appointments, and 56% for the walk-in clinic. A repeat survey 4 months later showed A satisfaction ratings of 79% overall, 85% for scheduled appointments, and 68% for the walk-in clinic. The author discusses strategies the center used to improve patient satisfaction with waiting time.
Eilers
Gayleen M
GM
Student Health Center, University of Wisconsin-La Crosse, 54601, USA. eilers.gayl@uwlax.edu
D000293:Adolescent; D000328:Adult; D000553:Ambulatory Care; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D008297:Male; D017060:Patient Satisfaction; D011336:Probability; D013333:Student Health Services / Q000592:standards* / Q000639:trends; D011795:Surveys and Questionnaires; D013997:Time Factors; D014850:Waiting Lists