Improving Wait Times and Patient Satisfaction in Primary Care

• Published in: Journal for healthcare quality Vol. 35; no. 2; pp. 50 - 60
• Main Authors: Michael, Melanie, Schaffer, Susan D., Egan, Patricia L., Little, Barbara B., Pritchard, Patrick Scott
• Format: Journal Article
• Language: English
• Published: United States 01.03.2013
• Subjects: Adolescent; Adult; Aged; ambulatory/physician office; community/public health; Female; Florida; Humans; Male; Middle Aged; Organizational Case Studies; Patient Satisfaction; performance improvement models; Primary Health Care - standards; Quality Improvement; Surveys and Questionnaires; Waiting Lists; Florida
• ISSN: 1062-2551; 1945-1474
• DOI: 10.1111/jhq.12004

A strong and inverse relationship between patient satisfaction and wait times in ambulatory care settings has been demonstrated. Despite its relevance to key medical practice outcomes, timeliness of care in primary care settings has not been widely studied. The goal of the quality improvement project described here was to increase patient satisfaction by minimizing wait times using the Dartmouth Microsystem Improvement Curriculum (DMIC) framework and the Plan‐Do‐Study‐Act (PDSA) improvement process. Following completion of an initial PDSA cycle, significant reductions in mean waiting room and exam room wait times (p = .001 and p = .047, respectively) were observed along with a significant increase in patient satisfaction with waiting room wait time (p = .029). The results support the hypothesis that the DMIC framework and the PDSA method can be applied to improve wait times and patient satisfaction among primary care patients. Furthermore, the pretest–posttest preexperimental study design employed provides a model for sequential repetitive tests of change that can lead to meaningful improvements in the delivery of care and practice performance in a variety of ambulatory care settings over time.