Management of waiting time, outpatient satisfaction, and related factors at Le Van Viet Hospital, Ho Chi Minh City, in 2023

Abstract

     Waiting time is one of the important factors to determine patient satisfaction. A cross-sectional study was conducted on 255 outpatients at the Outpatient Department of Le Van Viet Hospital, Ho Chi Minh City. The average waiting time for patients was (26.3 ± 12.8) minutes for Procedure 1, (125.5 ± 48.6) minutes for Procedure 2, (146.2 ± 83.2) minutes for Procedure 3, and (174.8 ± 71.9) minutes for Procedure 4. The satisfaction rates corresponding to each Procedure were 80 % for Procedure 1, 34.8 % for Procedure 2, 37.5 % for Procedure 3, and 58.5 % for Procedure 4. The overall satisfaction rate regarding waiting time was 53.7 %. Related factors to satisfaction included distance from home to hospital, time of day, and day of the week of the visit (p < 0.05). Patients were more satisfied when their home was less than 5 km far from the hospital, on Monday mornings. Furthermore, improving procedures and effectively managing appointment schedules are necessary to enhance service quality and patient satisfaction.