Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre

Patients are increasingly dissatisfied with the “waiting time” and “duration of consultation” at outpatient clinics. A cross sectional study was carried out to measure waiting time and duration of consultation and to examine patients’ level of satisfaction towards waiting time and duration of consul...

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Main Authors:	Raja Lexshimi RG, Zaleha MI, Shamsul AS, Suriawati G
Format:	Article
Language:	English
Published:	Penerbit UKM 2009
Online Access:	http://journalarticle.ukm.my/1918/ http://journalarticle.ukm.my/1918/ http://journalarticle.ukm.my/1918/1/4-Page_1-7_%28MS_074%29.pdf

id	ukm-1918
recordtype	eprints
spelling	ukm-19182016-12-14T06:30:26Z http://journalarticle.ukm.my/1918/ Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre Raja Lexshimi RG, Zaleha MI, Shamsul AS, Suriawati G, Patients are increasingly dissatisfied with the “waiting time” and “duration of consultation” at outpatient clinics. A cross sectional study was carried out to measure waiting time and duration of consultation and to examine patients’ level of satisfaction towards waiting time and duration of consultation at the Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre (UKMMC). This study also examined patient’s satisfaction towards the overall clinic services. Data was collected using a self-administered questionnaire. A total of 81 patients participated in this study with a response rate of 100 percent. Findings indicated a significant difference in the mean between expected waiting time level II (from the time the patient is given the calling number till the time patient is called into the doctor’s room) and the actual waiting time level II experienced. A significant difference in the mean between the expected duration of consultation and the actual duration of consultation experienced was also noted. However, no significant difference was found between the mean of expected waiting time level I (the time patient register at the counter till the patient is given the calling number) and the actual waiting time (p>0.05). Overall, patient satisfaction towards waiting time was low (29.6%) and duration of consultation was of moderate level (41.9%). The overall satisfaction towards the clinic services were of average level (56.8%). Findings also indicated that patient satisfaction was not influenced by socio-demographic factors of respondents such as age, ethnic, education level, occupation and income level. Important findings from this study may help staff managing the clinic in addressing patients’ complaint on waiting time and improve patients’ satisfaction on the overall services of the Orthopedic clinic in UKMMC. Penerbit UKM 2009 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/1918/1/4-Page_1-7_%28MS_074%29.pdf Raja Lexshimi RG, and Zaleha MI, and Shamsul AS, and Suriawati G, (2009) Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre. Medicine & Health, 4 (1). pp. 35-46. ISSN 1823-2140 http://www.ppukm.ukm.my/ukmmcjournal/index.php
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
language	English
description	Patients are increasingly dissatisfied with the “waiting time” and “duration of consultation” at outpatient clinics. A cross sectional study was carried out to measure waiting time and duration of consultation and to examine patients’ level of satisfaction towards waiting time and duration of consultation at the Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre (UKMMC). This study also examined patient’s satisfaction towards the overall clinic services. Data was collected using a self-administered questionnaire. A total of 81 patients participated in this study with a response rate of 100 percent. Findings indicated a significant difference in the mean between expected waiting time level II (from the time the patient is given the calling number till the time patient is called into the doctor’s room) and the actual waiting time level II experienced. A significant difference in the mean between the expected duration of consultation and the actual duration of consultation experienced was also noted. However, no significant difference was found between the mean of expected waiting time level I (the time patient register at the counter till the patient is given the calling number) and the actual waiting time (p>0.05). Overall, patient satisfaction towards waiting time was low (29.6%) and duration of consultation was of moderate level (41.9%). The overall satisfaction towards the clinic services were of average level (56.8%). Findings also indicated that patient satisfaction was not influenced by socio-demographic factors of respondents such as age, ethnic, education level, occupation and income level. Important findings from this study may help staff managing the clinic in addressing patients’ complaint on waiting time and improve patients’ satisfaction on the overall services of the Orthopedic clinic in UKMMC.
format	Article
author	Raja Lexshimi RG, Zaleha MI, Shamsul AS, Suriawati G,
spellingShingle	Raja Lexshimi RG, Zaleha MI, Shamsul AS, Suriawati G, Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
author_facet	Raja Lexshimi RG, Zaleha MI, Shamsul AS, Suriawati G,
author_sort	Raja Lexshimi RG,
title	Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
title_short	Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
title_full	Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
title_fullStr	Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
title_full_unstemmed	Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre
title_sort	patient satisfaction on waiting time and duration of consultation at orthopedic clinic, universiti kebangsaan malaysia medical centre
publisher	Penerbit UKM
publishDate	2009
url	http://journalarticle.ukm.my/1918/ http://journalarticle.ukm.my/1918/ http://journalarticle.ukm.my/1918/1/4-Page_1-7_%28MS_074%29.pdf
first_indexed	2023-09-18T19:34:42Z
last_indexed	2023-09-18T19:34:42Z
_version_	1777405192905424896

Patient satisfaction on waiting time and duration of consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre

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