Modelling outpatient waiting time using socio-demographic and service-related factors in an electronic health record system

Abstract

This study examines outpatient waiting time in a hospital setting using data obtained from an Electronic Health Record (EHR) system. Long waiting time remains a major challenge in healthcare delivery, particularly in developing countries, where limited resources and increasing patient demand often lead to congestion in outpatient departments. Waiting time is widely recognised as an important indicator of healthcare quality, as excessive delays can affect patient satisfaction and health outcomes. The study aims to model waiting time and assess the influence of selected socio-demographic and service-related factors. Data were collected from the General Outpatient Department of the Federal University of Health Sciences Teaching Hospital, Azare, over a one-month period. Waiting time was measured from patient arrival to the start of consultation. Descriptive statistics, regression analysis, and a multi-server queuing model were applied to examine system performance. Simulation was further used to assess the effect of changes in patient flow and staffing conditions. The results show that the average waiting time exceeds recommended standards, indicating significant congestion within the system. Patient type, day of visit, and residential location were found to significantly influence waiting time. In particular, new patients and visits at the beginning of the week were associated with longer delays. These findings are consistent with earlier studies that highlight the role of demand patterns and service capacity in determining waiting time. The study concludes that outpatient waiting time is influenced by both patient characteristics and service conditions. It recommends better scheduling and targeted staff allocation as practical measures to improve service delivery. The findings provide useful guidance for hospital management and support the use of EHR data in improving healthcare operations.