Can physicians improve patient satisfaction with long waiting times?
Can physicians improve patient satisfaction with long waiting times?
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DOI：
10.1177/0163278704273084
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发表时间：
2005-03-01
影响因子：
2.9
通讯作者：
Caudill, TS
中科院分区：
文献类型：
--
作者：
Feddock, CA;Hoellein, AR;Caudill, TS
本研究的目的是确定与医生在一起的时间与患者对等待时间的不满程度之间的关系。在2个月的时间里，我们的内科住院医师连续性诊所的患者完成了一项调查，评估他们对等待时间的满意度，以及他们对等待时间和住院医师花费的时间的估计。对于等待时间较长的患者（在候诊室超过15分钟或在检查室超过10分钟），患者对等待时间的不满意与较短的医生就诊相关（如果医生花费少于15分钟，则48%不满意，如果医生花费超过15分钟，则18%，p = 0.03）。这些数据表明，医生可以通过花更多的时间与病人在一起来调解长时间等待的负面影响。未来对患者满意度的研究应考虑这种相互作用。
The purpose of our study was to determine how time spent with the physician might be related to patient dissatisfaction with their waiting time. During a 2-month period, patients in our internal medicine resident continuity clinic completed a survey assessing their satisfaction with their waiting time and their estimates of their waiting time and time spent with the resident physician. For patients with long waiting times (more than 15 min in the waiting room or more than 10 min in the exam room), patient dissatisfaction with waiting time was associated with a shorter physician visit (48% were dissatisfied if the physician spent less than 15 min vs. 18% if the physician spent more than 15 min with them, p = .03). These data suggest that physicians can mediate the negative effects of long waiting times by spending more time with their patients. Future studies on patient satisfaction should consider this interaction.