title: Wait time as a driver of overall patient satisfaction in an ophthalmology clinic.
abstract: OBJECTIVE
  The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores.
  
  
  METHODS
  This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit.
  
  
  RESULTS
  There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score.
  
  
  CONCLUSIONS
  Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.
authors.affiliation: Department of Ophthalmology, University of Virginia School of Medicine, Charlottesville, VA, USA.
authors.forename: Michael
authors.initials: M
authors.lastname: McMullen
authors.forename: Peter A
authors.initials: PA
authors.lastname: Netland
keywords: ambulatory care; patient satisfaction; quality of care; wait time