Improving patient satisfaction rate through the reduction of waiting time in OPD services at Inkurunziza orthopedic specialized hospital

Abstract

Patients‟ satisfaction has been raised as a health issue especially as an indicator for measuring the quality of health care and it is also found that it is much influenced by increased waits. The present study worked on increasing patients‟ satisfaction rate through reduction of waiting time.We conducted a pre and post intervention study with a cross-sectional study design. A convenient sampling method was applied in gathering the baseline data, and during both phases such as evaluation and post intervention phases. The activities done include elaboration of leverage system used in appointments provision for patients and training of OPD staff on how to avoid patients‟ frustration when waiting for services such as keep updating them about coming time of doctors, apologize for the delay, keeping them busy etc... Our results show that the patients‟ satisfaction rate has increased from 50 % to 80% even if there is no significant reduction of waiting time. This study also shows that to increase patients‟ satisfaction doesn‟t only depend on the reduction of waiting time or increased resources such as increased staffing. Our recommendations include that the receptionists must be trained on providing full information regarding waiting time, Incharge of Customer care and nurses should also get regular training on how to avoid patients frustration when waiting for consultation and then the doctors and other physicians should also be encourage to apologize when they delay even if it is due to they were doing other hospital duties.