Abstract
INTRODUCTION: Total waiting time in outpatient clinics are regarded as indicators of service quality. There is a strong association between total waiting time at an outpatient clinic and patient satisfaction. The factors studied are social demography of the patients, clinic factors and human resource factors. OBJECTIVE: To quantify the total waiting time for patients to complete services at the clinics in Hospital Angkatan Tentera Malaysia Tuanku Mizan and determine the associating and predicting factors. METHODS: A cross-sectional descriptive and analytical study will be carried out among patients attending outpatient clinics in April 2019. RESULTS: Among 410 respondents, they spent a median time of 82 minutes with the longest waiting time 138 minutes. 25.9% of the respondents found the waiting time unacceptable and 55.9% of the patients were military families. The service point with the longest wait time was at the clinic counter with 87 minutes (mean (SD) = 38 (17)). There was an association between type of clinic, time of day, day of time and perceived waiting time with total waiting time. The respondents who came on non-operation theater days experience 6.382 times higher total waiting time and those who came at AM time of the day had 5.314 times lower total waiting time. DISCUSSION: Identifying the factors can help improve the quality of healthcare in Armed Forces Hospital.
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@proceedings{APCPH-2019-299,
title = {Total Waiting Time at Clinics in A Malaysian Armed Forces Hospital and Its Associated Factors},
author = {Narresh Sisubalasingam},
year = {2019},
date = {2019-07-22},
urldate = {2019-07-22},
journal = {6th Asia-Pacific Conference on Public Health 2019 Proceedings},
issue = {6},
abstract = {INTRODUCTION: Total waiting time in outpatient clinics are regarded as indicators of service quality. There is a strong association between total waiting time at an outpatient clinic and patient satisfaction. The factors studied are social demography of the patients, clinic factors and human resource factors. OBJECTIVE: To quantify the total waiting time for patients to complete services at the clinics in Hospital Angkatan Tentera Malaysia Tuanku Mizan and determine the associating and predicting factors. METHODS: A cross-sectional descriptive and analytical study will be carried out among patients attending outpatient clinics in April 2019. RESULTS: Among 410 respondents, they spent a median time of 82 minutes with the longest waiting time 138 minutes. 25.9% of the respondents found the waiting time unacceptable and 55.9% of the patients were military families. The service point with the longest wait time was at the clinic counter with 87 minutes (mean (SD) = 38 (17)). There was an association between type of clinic, time of day, day of time and perceived waiting time with total waiting time. The respondents who came on non-operation theater days experience 6.382 times higher total waiting time and those who came at AM time of the day had 5.314 times lower total waiting time. DISCUSSION: Identifying the factors can help improve the quality of healthcare in Armed Forces Hospital.},
note = {Type: POSTER PRESENTATION; Organisation: Malaysian Armed Forces Health Services},
keywords = {clinics, outpatient, service points, Total waiting time, waiting time},
pubstate = {published},
tppubtype = {proceedings}
}