ERIC Number: EJ696360
Record Type: Journal
Publication Date: 2004-Jul-1
Improving Patient Satisfaction with Waiting Time
Eilers, Gayleen M.
Journal of American College Health, v53 n1 p41 Jul 2004
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.
Heldref Publications, Helen Dwight Reid Educational Foundation, 1319 Eighteenth Street, NW, Washington, DC 20036-1802. Web site: http://www.heldref.org
Publication Type: Information Analyses; Journal Articles
Education Level: N/A
Authoring Institution: N/A