The impact of waiting times and service times on patient satisfaction

Patient satisfaction is important in terms of providing a quality health service and reducing waiting times in health institutions. Regard to this view, the thesis is aimed to determine the impact of patients' waiting time and service time on their satisfaction in the outpatient clinic, and whether the socio-demographic characteristics of the participants make a difference in patient satisfaction, perceived quality, and visit-specific satisfaction. In this study, "Perception of Quality from Patient Perspective" scale, developed by Larsson BW., Larsson G. (2002), "Patient Satisfaction Questionnaire Short Form" prepared by Marshall and Hays (1994), and "Visit-Specific Satisfaction Survey" developed by Rubin et al. were used. The study was conducted on 396 patients receiving services from outpatient clinics in seven hospitals in Palestine. SPSS package program was used in the analysis of the data obtained. Descriptive statistical methods, correlation analysis, regression analysis, independent samples t-test, and one-way analysis of variance were used in the analysis of the data. Analyzes were carried out at a 95% confidence interval. According to the findings, there is a significant relationship between patient satisfaction, quality from the patient perspective, and satisfaction specific to the visit. Quality from Patient Perspective has a significant effect on patient satisfaction and visit-specific satisfaction. Furthermore, regarding the socio-demographic characteristics within the patient perspective of quality, according to gender variable, it is found a significant difference in the general satisfaction; and according to the age groups and level of education, it was found a difference in the identity-oriented approach. Regarding the socio-demographic characteristics in the patient satisfaction scale, according to the gender variable it is found significant differences in overall satisfaction, according to age groups there were significant differences in patient satisfaction and its sub-dimensions (technical quality, financial aspects, and interpersonal manner), according to educational status, it is found differences in financial aspects. There are no different socio-demographic characteristics of the patient in a visit-specific satisfaction survey. In the results of the study, quality from the patient perspective can be considered as a fundamental measure of creating patient satisfaction, and visit-specific satisfaction. Therefore, healthcare managers and staff should give priority to how quality is perceived from the patient's perspective. Also, waiting times are one of the important factors affecting patient satisfaction during receiving services from hospitals. So, health institutions should take measures to reduce waiting times as much as possible. Ultimately, health institutions should work to maintain quality and satisfaction at a high level to ensure continuity and superiority in competitive conditions.