Waiting time and patient satisfaction at the general outpatient department of a Nigerian Tertiary Hospital

Abstract

Patient satisfaction is one of the key indicators of the quality of care and treatment delivered by the doctors, nurses, paramedical staff and the hospital as a whole. One of the key influencing factor of patient satisfaction is waiting time. Hence, this study seeks to determine the waiting time and the patient satisfaction with the services rendered at the General out-patient department of the University of Ilorin.

A descriptive, cross-sectional survey was conducted. Respondents were purposively selected, and informed consent was obtained for each of them. Structured questionnaires were distributed to the respondents and there was a response rate of 98%. Data collected was analysed using the Statistical Product Service Solution (SPSS) version 20. Majority of the respondents were males (55.1%), with a mean age of 40 years. Slightly less than half (49%, n=48) had had tertiary education.  The longest waiting time was recorded at the doctors’ offices, with 81.6% waiting for more than 2 hours. Most of the respondents (69.4%, n=68) spent 3-4 hours in the hospital (i.e. from arrival to exit). Majority of the respondents (89.8%, n=88) were dissatisfied with the waiting time, and 49 (50%) were satisfied with the overall performance of hospital.

The waiting time at the hospital is too long compared to the recommendation of the Institute of Medicine. There is the need to devise innovative ways such as the process team approach, in shortening the waiting time at the hospital.  There is a need for more doctors to be employed. Also, further evaluation of the services rendered at the records department should be conducted.

Keywords: Patient satisfaction, Outpatient department, Health services, waiting time