IMPACT OF OPD WAITING TIME ON PATIENT SATISFACTION

OPDs are described as the face of any hospital, as it is often one of the first points of contact between patients and the hospital. The impression about a hospital's OPD often influences the patients' sensitivity towards the hospital. Therefore it is essential to ensure that OPD services provide an excellent experience to the customers. With the increase in the outpatient volume and patient flow, there may be an increase in the blockages, which in turn, increases the waiting time. Patients perceive long waiting times as barriers to actually obtaining services. Reducing waiting time and making sure that patients receive the right care at the right time, will have a significant beneficial effect on the quality of care patients receive. In turn, this will improve patient outcomes and reduce the cost of care. A study was carried out in a Tertiary Care Hospital in Pune to determine the average time spent by the patient in the OPD, to identify the factors leading to high waiting time and assess the patients experience regarding the Out Patient service provided by the hospital.