IMPACT OF WAITING TIME FOR IMAGING TESTS AND CONSULTATION ON OUT-PATIENT SATISFACTION AT A TERTIARY CARE HOSPITAL

Background:Patient satisfaction is the vital goal of any health care system, but it is hard to measure the satisfaction. Aims & objectives: (1) To study the waiting time at Out Patient Department (OPDs) (2) To study the waiting time for various diagnostic services; (3) To study the patient satisfaction on hospital process. Methods: This was a cross sectional observational study conducted in a tertiary care hospital for the period of 8 months and patients were interviewed availing the OPD Services. Results: The average waiting time for the patients in diagnostic imaging parameters is: For Echo 18min, ultrasound 6.9min, CT 23.4min, X-Ray 6.09min, ECG 5.90min, TMT 19min, MRI 50.65minutes. The average waiting time for the patients to consult the physicians of various departments in descending order is that for Cardiology department 51.60min, General medicine 38.28min, Orthopedic department 33.81min, Neurology department 28.06min, Gynecology department 24.62min, Nephrology department 20.56min, Pulmonology 15.9min. Ophthalmology 7.67min Conclusions: Many patients face the difficulties in finding the various departments. Patients were satisfied with treatment provided and they were also satisfied with the activities of hospital staff but they were dissatisfied regarding the waiting time in hospital for diagnosis and for consultation.