Queue Management system and its relation with Patient Satisfaction of Outpatient Clinics

Abstract

Background: Patient satisfaction with nursing care has become increasingly important to healthcare providers in recent years. The patient paying a visit to any health facility is expecting to be served in the very shortest time possible and in an efficient manner. Aim: This study aimed to assess the queue management system and its relation with patient satisfaction of outpatient clinics. Design: A descriptive correlational design was employed in this study. Setting: The study was conducted at outpatient clinics affiliated with Banha University Hospital, at Al-Kalubia Governorate. Subjects: The study sample was selected 317 patients out of the total number of 1800 patients. They were chosen by a simple random sampling technique. Data collection tools: Two tools were used for data collection: A queue management practices structure questionnaire and a patient satisfaction questionnaire. Results: The study result revealed that 50% of patients were satisfied with total queue management system practices in the outpatient clinics but only 27% of them were dissatisfied with total queue management system practices in the outpatient clinics. The result also indicated that the patients rated overall satisfaction at 59.5%. Conclusion: The results demonstrated that there were significant strong positive correlations between the dimensions of queue management in terms of service quality, waiting time, and waiting environment with patient satisfaction. Recommendations: Hospital management and staff should continuously be up-to-date technologically and they also be reminded of the value and mission of serving their patients.