ASSESSMENT OF PATIENTS WAITING TIME, CIRCULATION TIME AND SERVICE TIME AND THEIR DETERMINANTS AT ST. PAUL’S HOSPITAL MILLENNIUM MEDICAL COLLEGE MEDICAL OUT PATIENT DEPARTMENT

Abstract

ABSTRACT Background: measurements are central in assessing the quality of health services. The time patients spent in the hospital affects patient satisfaction, hospital security and health professional work loads. Health facility should measure the time patients spent in receiving, waiting for and moving for services. Objective: To measure the total waiting, service time and circulation time of patients and determine factors associated with them. Method: A cross-sectional study using patient time flow sheet and on-exit interview questionnaire was used. A stratified random sampling method was used to select a total of 214 respondents. Total waiting time, total service time and total circulation time were measured and patients factors associated with them were determined using linear regression analysis method. Result: Patients spent on average 195 min (3.2 hrs.) in waiting for services, 20 min in receiving services and 13 min. in moving between service delivery points. Waiting time makes 85% of patient’s time in the hospital. Wednesday arrivals have a mean total waiting time 75 minutes less than Monday arrivals. The time of arrival also affects patients waiting time. Mean total waiting time for 6:00-8:00 LT, 8:00-10:00 LT and 10:00-12:00 LT is 126 min (2.1 hrs.), 188 min (3.1 hrs.) and 224 min (3.7 hrs.) less than 12:00-2:00 LT arrivals. Wednesday, Thursday and Friday arrivals also have a mean total circulation time 11 min, 7 min and 10 min less than Monday arrivals. Patients who have relatives working in the hospital have a mean total waiting time 57 minutes less than patients who do not have. Conclusion: Most patients spent their time in waiting for services and the majority of patient overload occurs in week start days. Thus an efficient appointment and scheduling system is essential in improving waiting and circulation time. Such improvement improves health care delivery quality, patient satisfaction, hospital security and health professional work loads.