Title: Using time motion study to identify the determinants of patient satisfaction and impact of long appointment wait time: an empirical case of radiology department

Authors: Amandeep Dhaliwal

Addresses: Manav Rachna International Institute of Research and Studies, Faridabad, India

Abstract: Long waiting time is an annoyance to the patients and it leads to negative perception of service provider. The study examined the determinants of patient satisfaction index with imaging services being provided by the healthcare provider with an emphasis on the waiting time and service time and overall average waiting time for the patients in radiology department. A cross-sectional time study was conducted using single blind observance of patients who visited the radiology department. Further, root cause analysis (RCA) of the factors leading to longer wait time was undertaken. The results revealed that longer waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. It is not always possible to prevent dissatisfaction with waiting times by increasing resources such as increasing staffing. However, corrective and preventive action (CAPA)-based best practices and recommendations are outlined to ensure lesser waiting time and higher patient satisfaction.

Keywords: patient satisfaction; time motion study; waiting time; productivity; root cause analysis; RCA; corrective and preventive action; CAPA; regression analysis.

DOI: 10.1504/IJSOM.2022.121691

International Journal of Services and Operations Management, 2022 Vol.41 No.1/2, pp.203 - 223

Received: 31 May 2019
Accepted: 31 Dec 2019
Published online: 24 Mar 2022 *

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