Hospital outpatient waiting time and patient satisfaction: an observational comparative study

Abstract

Goals.This study aimsto examine and compare queue durations, patient perceptions, and satisfaction levels related to outpatient services at public hospitals and private religious hospitals in Indonesia. Methods. A cross-sectional research design was employed in this study, utilizing an observational comparative approach. Queue durations were measured using stopwatches, and patient perceptions were assessed through questionnaire sheets. The research was carried out at two hospitals, namely Dr. Pirngadi Regional Public Hospital (PRPH) and Malahayati Islamic Private Hospital(MIPH) in Medan, Indonesia with the participation of 300 patients. Results.The findings of this research indicate substantial variances in poly queue time, outpatient waiting time, pharmacy queue time, and total time between the two hospitals, although no significant disparities were observed in terms of satisfaction. Conclusion. Top-level management and outpatient facility leaders in both hospitals are advised to place greater emphasis on queue-related factors that influence patient satisfaction. These factors encompass aspects like queue room ventilation, counter availability, seating availability, wait time efficiency, and the assurance of service timeliness.