Patient Satisfaction Is Associated With Time With Provider But Not Clinic Wait Time Among Orthopedic Patients

Abstract

Clinic wait time is considered an important predictor of patient satisfaction. The goal of this study was to determine whether patient satisfaction among orthopedic patients is associated with clinic wait time and time with the provider. The authors prospectively enrolled 182 patients at their outpatient orthopedic clinic. Clinic wait time was defined as the time between patient check-in and being seen by the surgeon. Time spent with the provider was defined as the total time the patient spent in the examination room with the surgeon. The Consumer Assessment of Healthcare Providers and Systems survey was used to measure patient satisfaction. Factors associated with increased patient satisfaction included patient age and increased time with the surgeon (P=.024 and P=.037, respectively), but not clinic wait time (P=.625). Perceived wait time was subject to a high level of error, and most patients did not accurately report whether they had been waiting longer than 15 minutes to see a provider until they had waited at least 60 minutes (P=.007). If the results of the current study are generalizable, time with the surgeon is associated with patient satisfaction in orthopedic clinics, but wait time is not. Further, the study findings showed that patients in this setting did not have an accurate perception of actual wait time, with many patients underestimating the time they waited to see a provider. Thus, a potential strategy for improving patient satisfaction is to spend more time with each patient, even at the expense of increased wait time. [Orthopedics. 2017; 40(1):43-48.].

Evaluating opportunities for improved orthopedics outpatient satisfaction: an analysis of Press Ganey® Outpatient Medical Practice Survey responses

“…Not surprisingly, our findings are consistent with previous literature that has demonstrated wait time to have significant influence on patient satisfaction scores [26,32,33]. There is discordance in the literature as to exactly how a patient's wait time influences satisfaction with provider was more impactful on patient satisfaction scores than actual wait time [34]. Rane et al, however, found that the likelihood of achieving patient satisfaction decreased by 3% for each additional minute of wait time [26].…”

Less direct patient care delivered by medical trainees by the end of a hematology‐oncology ward rotation: Association with empathy and related factors

“…Cultivating and enhancing DPCT is consistent with the Institute of Medicine mandate for patient‐centered care and is also associated with patient satisfaction . For example, time spent with clinician offsets the negative association of spending time in a waiting room . However, the effects of training environments in hematology/oncology on DPCT are not known or appreciated and may be an indicator of educational and patient outcomes alike.…”

“…4 For example, time spent with clinician offsets the negative association of spending time in a waiting room. 5 However, the effects of training environments in hematology/oncology on DPCT are not known or appreciated and may be an indicator of educational and patient outcomes alike. Interpersonal and communication skills training is one of seven core competencies recognized by the Accreditation Council for Graduate Medical Education (ACGME) that may be positively or adversely affected by variable training environments.…”

Patient Preferences in Office-Based Orthopedic Care: A Prospective Evaluation

“…An a priori power analysis was conducted to determine that approximately 200 patients were needed for inclusion. 11,22 Following Institutional Review Board approval (ORA 15051104), the survey was administered to 212 patients in a single-surgeon, adult reconstruction clinic. The survey was digitally administered on a touch-screen tablet using an electronic independent third party survey center (SurveyMonkey Inc) devoid of any identifying data.…”