The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction

Okuda, Masumi; Yasuda, Akira; Tsumoto, Shusaku

doi:10.1007/978-4-431-56074-6_32

Cited by 5 publications

(5 citation statements)

References 22 publications

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“…For health managers, the perception about wait time and patient dissatisfaction has been a frequently topic of discussion (Okuda et al , 2017). Increasing demand, limited resources and necessity to invest efforts to prevent errors have made it necessary to reorganize health-care operations (Akdag et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Using Lean tools to reduce patient waiting time

Lot

Sarantópoulos

et al. 2018

LHS

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Purpose This paper aims to address problems in patient flow and identify the reasons behind extensive wait time at a public liver transplant outpatient clinic in an education and research hospital through the use of Lean health-care theories. Design/methodology/approach This paper opted for the application of Lean thinking and action research strategy. Data were collected through personal observations, interviews with users and team brainstorming. A value stream map was developed, improvement possibilities were identified and non-value-added activities were attempted to be eliminated. Findings Significant problems were identified and improvements were implemented and measured. The major remedial measures were: change the scheduling pattern, create a flow chart and a Kanban visual guide for medical students. In addition, an institutional change in the medical appointment scheduling software collaborated in the reduction of time and in the patient's displacement. The waiting time was reduced by 4.5 h, and the per cent complete and accurate increased by 50 per cent. Practical implications The flow was redesigned, and a culture of continuous improvement was introduced. Visiting the place where work was being done, leaders identified and created more value to the process without significant costs. The Gemba Walk was a powerful tool, interacting with people and processes in a Kaizen spirit. Originality/value Public health services in developing countries are one of the most deprived social needs of good practice. It will be useful for those who need examples about how to apply Lean tools in health care.

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Section: Introductionmentioning

confidence: 99%

Using Lean tools to reduce patient waiting time

Lot

Sarantópoulos

et al. 2018

LHS

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“…In this study, results of the three methods were taken into consideration when interpreting their patterns against a lack of objectivity. The methods have been applied in business and medicine, yet studies on patient satisfaction using these methods remain scarce [16,[19][20][21][22], and moreover, have not to our knowledge been used to compare the structure of patient satisfaction by patient and hospital structural measures except in our previous studies [26,27]. Many studies apply one method, namely clustering, correspondence analysis or MDS, of which clustering has been most widely used.…”

Section: Introductionmentioning

confidence: 99%

An approach to exploring associations between hospital structural measures and patient satisfaction by distance‐based analysis

Okuda

Yasuda

Tsumoto

2021

BMC Health Serv Res

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Background Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital structural measures but reports on the structure of patient satisfaction with respect to similarities among domains are scarce. This study is to explore by distance-based analysis whether similarities among patient-satisfaction domains are influenced by hospital structural measures, and to design a model evaluating relationships between the structure of patient satisfaction and hospital structural measures. Methods The Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital structural measures, followed by three different distance-based analyses - clustering, correspondence analysis, and ordinal multidimensional scaling – for robustness to identify homogenous groups with respect to similarities. Results Of 4,677 hospitals, 3,711 (79.3%) met the inclusion criteria and were analyzed. The measures were divided into three groups plus cleanliness. Certain combinations of these groups were shown to be dependent on hospital structural measures. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital structural measures, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital structural measures. Conclusions Distance-based analysis can reveal the hidden structure of patient satisfaction. This study suggests that hospital structural measures including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

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“…Prolonged waiting time challenges staff competencies and may subsequently affect patient compliance with pharmacy instructions (Afolabi and Erhun, 2003). There is a strong correlation between overall satisfaction and satisfaction with pharmacy services (Kallen et al, 2012;Bahadori et al, 2014;Okuda et al, 2017). The major elements associated with pharmacy waiting time include the way prescriptions are received, workflow, pharmacy staff availability and interaction with pharmacy staff (Bahadori et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

Reducing pharmacy patient waiting time

Alam

Osama

Iqbal

et al. 2018

IJHCQA

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Purpose Pharmacy services start right from prescribing medicines and continue as the medication’s effect is monitored. Hospital and community pharmacy staff promote rational prescribing and medicine use. Consequentially, pharmacy is a complex and busy field. Often there are peak workload hours when patients must wait, which is associated with patient dissatisfaction that may negatively affect patient experience and the organisation’s reputation. The purpose of this paper is to enlist techniques, methods and technological advancements that have been successfully employed to reduce patient waiting time. Design/methodology/approach A database search was conducted in 2017 to locate articles addressing methods and technologies that reduce pharmacy waiting time. The literature revealed various techniques and technologies like queuing theory, tele-pharmacy, evidence-based pharmacy design, automated pharmacy systems (robotics), system modelling and simulation and the Six Sigma method for identifying potential problems associated with increased wait time. Findings The authors conclude that various techniques and methods, including automated queuing technology, tele-pharmacy, automated pharmacy devices/machines for quick and accurate filling and dispensing, computer simulation modelling, evidence-based pharmacy infrastructure for smooth workflow and Six Sigma can maintain customer satisfaction, reduce waiting time, attract new customers, decrease workload and improve the organisation’s reputation. Practical implications The authors conclude that various techniques and methods, including automated queuing technology, tele-pharmacy, automated pharmacy devices/machines for quick and accurate filling and dispensing, computer simulation modelling, evidence-based pharmacy infrastructure for smooth workflow and Six Sigma methodology can maintain customer satisfaction, reduce waiting time, attract new customers, decrease workload and improve the organisation’s reputation. Originality/value The authors carried out a literature search and identified the techniques that have been successfully implemented to reduce pharmacy patient waiting time and methods that can identify potential process behind medication dispensation delays.

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The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction

Cited by 5 publications

References 22 publications

Using Lean tools to reduce patient waiting time

Using Lean tools to reduce patient waiting time

An approach to exploring associations between hospital structural measures and patient satisfaction by distance‐based analysis

Reducing pharmacy patient waiting time

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