scholarly journals Waiting Times and Defining Customer Satisfaction

2015 ◽  
Vol 1 (1) ◽  
Author(s):  
T.M.B. Palawatta
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Waiting Times ◽  
Important Variable ◽  
Time Study ◽  
Continuous Variables ◽  
Review Of Literature ◽  
Definition Of ◽  
Expected Waiting Time

Review of literature shows that there is no agreement about the definition of probably the most important, variable Satisfaction/Dissatisfaction. Satisfaction /Dissatisfaction equals Expectation minus Perception is the most widely used definition today. In this definition, there are a number of issues that have to be resolved. First, what exactly Satisfaction is? Is it disconfirmation? That is the gap between expectation and perception. Is it expectation? Or, is it perception? Further, there is no concrete definition about the expectation. Is it predicted service? Is it adequate service? In this study, the definition of satisfaction/dissatisfaction was tested using continuous variables expected waiting time, perceived waiting time, prior predicted waiting time, posterior predicted waiting time and the acceptable waiting time. Study found that disconfirmation between expected waiting time and the perceived waiting time is the best definition for satisfaction/dissatisfaction followed by expected waiting time and perceived waiting time. However, the influence of perceived waiting time is nearly negligible. Therefore, defining satisfaction/dissatisfaction as disconfirmation between expectation and perception is most appropriate. Furthermore, the study found that expectation is not prediction and is also not the acceptable (adequate) service.KeywordsExpectation, Perception, Satisfaction, Waiting Time

On the comparison of waiting times in tandem queues

1981 ◽  
Vol 18 (03) ◽  
pp. 707-714 ◽  
Author(s):  
Shun-Chen Niu
Keyword(s):  
Waiting Time ◽  
Queueing System ◽  
Waiting Times ◽  
Distribution Functions ◽  
Partial Ordering ◽  
Tandem Queues ◽  
Order Relations ◽  
Service Distribution ◽  
In Series ◽  
Definition Of

Using a definition of partial ordering of distribution functions, it is proven that for a tandem queueing system with many stations in series, where each station can have either one server with an arbitrary service distribution or a number of constant servers in parallel, the expected total waiting time in system of every customer decreases as the interarrival and service distributions becomes smaller with respect to that ordering. Some stronger conclusions are also given under stronger order relations. Using these results, bounds for the expected total waiting time in system are then readily obtained for wide classes of tandem queues.

Concurrent sequences of Bernoulli trials

2020 ◽  
Vol 104 (561) ◽  
pp. 435-448
Author(s):  
Stephen Kaczkowski
Keyword(s):  
Waiting Time ◽  
Waiting Times ◽  
Lottery Ticket ◽  
Bernoulli Trials ◽  
Expectation Values ◽  
Theoretical Probability ◽  
Expected Waiting Time

Probability and expectation are two distinct measures, both of which can be used to indicate the likelihood of certain events. However, expectation values, which are often associated with waiting times for success, may, at times, speak more clearly and poignantly about the uncertainty of an event than a theoretical probability. To illustrate the point, suppose the probability of choosing a winning lottery ticket is 2.5 × 10−8. This information may not communicate the unlikely odds of winning as clearly as a statement like, “If five lottery tickets are purchased per day, the expected waiting time for a first win is about 22000 years.”

On the comparison of waiting times in tandem queues

1981 ◽  
Vol 18 (3) ◽  
pp. 707-714 ◽  
Author(s):  
Shun-Chen Niu
Keyword(s):  
Waiting Time ◽  
Queueing System ◽  
Waiting Times ◽  
Distribution Functions ◽  
Partial Ordering ◽  
Tandem Queues ◽  
Order Relations ◽  
Service Distribution ◽  
In Series ◽  
Definition Of

Using a definition of partial ordering of distribution functions, it is proven that for a tandem queueing system with many stations in series, where each station can have either one server with an arbitrary service distribution or a number of constant servers in parallel, the expected total waiting time in system of every customer decreases as the interarrival and service distributions becomes smaller with respect to that ordering. Some stronger conclusions are also given under stronger order relations. Using these results, bounds for the expected total waiting time in system are then readily obtained for wide classes of tandem queues.

scholarly journals UPAYA PENERAPAN METODE LEAN THINKING PADA PROSES PELAYANAN FARMASI RAWAT JALAN

2022 ◽  
Vol 18 (1) ◽  
pp. 101-131
Author(s):  
Komang Adhi Restudana ◽  
Gede Sri Darma
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Waiting Times ◽  
Value Added ◽  
Pharmacy Services ◽  
Lean Thinking ◽  
Customer Complaints ◽  
Action Process ◽  
The Many ◽  
Document Review

  Pharmacy services in a hospital are an inaccessible part of the hospital services as a whole. The accumulation of prescriptions in the pharmacy will cause the prescription process to be long and long, which has an impact on customer waiting times, which of course will have a major impact on customer satisfaction. From the standard time set as Quality Indicators at Bali Jimbaran Hospital, namely: drug processing at the outpatient pharmacy of Bali Jimbaran Hospital is 60 minutes of concocted drugs, 30 minutes of non-concocted drugs. The purpose of this research is to identify activities starting from the input, process and results generated through the Lean approach. The method used is an observational action process research, using lean methods to photograph the outpatient pharmacy service process flow through document review, direct interviews, interviews. The result of the research is an improvement in waiting time, it can be seen that the NVA activities can be eliminated by 66% and VA activities show an increase of 44%. With the many activities that are VA and the elimination of NVA activities, it will accelerate the process of outpatient pharmacy services at the Bali Jimbaran Hospital and improve customer satisfaction, which can be seen from the decrease in customer complaints against outpatient pharmacy services by up to 50%, which was previously 80%. Keywords: Lean, Pharmacist, Waiting time, Value Added, Non-Value Added

scholarly journals 850. Reasons for not Using PrEP and Actions that May Facilitate PrEP Uptake in Ontario and British Columbia, Canada

2021 ◽  
Vol 8 (Supplement_1) ◽  
pp. S515-S515
Author(s):  
Oscar Javier Pico Espinosa ◽  
Mark Hull ◽  
Nathan Lachowsky ◽  
David Hall ◽  
Saira Mohammed ◽  
...  
Keyword(s):  
British Columbia ◽  
Side Effects ◽  
Healthcare Provider ◽  
Waiting Time ◽  
Hiv Risk ◽  
Waiting Times ◽  
Continuous Variables ◽  
Research Support ◽  
Independent Contractor ◽  
Common Barriers

Abstract Background HIV Pre-exposure prophylaxis (PrEP) is an underutilized intervention to prevent HIV infection in Canada. Known barriers to PrEP uptake include lack of awareness, low HIV risk perception, side effects, PrEP not being publicly funded (which is the case in Ontario) and stigma. We aimed to identify barriers to PrEP use and actions that may facilitate PrEP uptake in Ontario and British Columbia. Methods Gay, bisexual and other men who have sex with men 19 years or older living in Ontario and British Columbia, Canada, answered a survey between July 2019 and August 2020. Participants who met Canadian PrEP guideline criteria for PrEP and not already using PrEP indicated which barriers were relevant to them and which actions would make them more likely to start PrEP. We used descriptive statistics and tested differences between Ontario and British Columbia using Chi-square tests for proportions and t-tests or Wilcoxon rank-sum tests for continuous variables. Results Of 1527 survey responses, 260 (184 in Ontario and 76 in British Columbia) who were never PrEP users and met criteria for PrEP were included. In Ontario, the most common barriers were affordability (43%) and concern about side effects (42%). In British Columbia, the most common reasons were concern about side effects (41%) and not feeling at high enough risk (36%). In Ontario, the actions that would most likely encourage the respondent to start PrEP were short waiting time (63%), the healthcare provider informing about their HIV risk being higher than perceived (62%) and a written step-by-step guide (60%). In British Columbia, the actions that would most likely encourage the respondent to start PrEP were short waiting time (68%), people speaking publicly about PrEP (68%) and their healthcare provider counselling about: their HIV risk being higher than perceived (64%), side effects of PrEP (64%) and about how PrEP works (62%). Table. Top reasons for not using PrEP and top actions that might influence the decision to start PrEP stratified by province. (n= 184 in Ontario, n= 76 in British Columbia). Conclusion Concern about side effects and not feeling at high enough risk were common barriers. Short waiting times may increase PrEP uptake. In Ontario, the findings suggested lack of affordability. In British Columbia, actions involving healthcare providers were valued. Disclosures Kevin Woodward, MD FRCPC, Gilead (Independent Contractor) Darrell Tan, MD PhD, Abbvie (Grant/Research Support)Gilead (Grant/Research Support)GlaxoSmithKline (Scientific Research Study Investigator)ViiV Healthcare (Grant/Research Support)

Public art and public space – Waiting stress and waiting pleasure

2015 ◽  
Vol 27 (1) ◽  
pp. 69-91 ◽  
Author(s):  
Harald Klingemann ◽  
Arne Scheuermann ◽  
Kurt Laederach ◽  
Birgit Krueger ◽  
Eric Schmutz ◽  
...  
Keyword(s):  
Public Space ◽  
Waiting Time ◽  
Waiting Times ◽  
Waiting Room ◽  
Surface Design ◽  
Social Time ◽  
Holistic Concept ◽  
Stress Behaviour ◽  
Expected Waiting Time ◽  
The Impact

The study presented here applies from an interdisciplinary perspective the “temporal know-how” of art and communication design as well as the social sciences to the exploration of the impact of two types of holistic artistic waiting room transformations on waiting experience and behaviour. The quasi-experiment was conducted in a hospital and in an administrative setting. Contrary to current information centred types of waiting management stressing ‘clock-time’ only and attempting to reduce objective waiting times, the artistic intervention follows a holistic concept by appealing to all the senses influencing felt time and social time. It comprises visual, acoustic, tactile/haptic and olfactory elements (fragrance management). The “observation-oriented” artistic intervention uses contemplative video works, ornamentation, relaxing fragrances and a corresponding seating design. The “action-oriented” room climate promotes communication and stimulating object and surface design, coupled with a subliminally stimulating fragrance environment. After a simultaneous one-week baseline measurement in both organizations, follow-up measures were conducted during one week of each type of intervention. Results are based on 482 personal interviews and 1950 observations of waiting clients: Perceived waiting time and objective waiting time correlated only moderately (rp = 56) and expected waiting time was overestimated. In both waiting room settings, room transformations – compared to baseline measures – reduced waiting stress behaviour (however not perceived stress) and increased both positive overall room perception and the evaluation of specific room characteristics among clients/patients. Differences between the two room climates were not significant and effects appear to be stronger in the administrative space. The relatively short waiting times (16–20 min) and high levels of waiting satisfaction at baseline might have limited the effect size of the holistic interventions. At the same time observed positive outcomes can be plausibly expected in waiting zones with much longer waiting times.

scholarly journals Associations Between Waiting Times, Service Times, and Patient Satisfaction in an Endocrinology Outpatient Department: A Time Study and Questionnaire Survey

2017 ◽  
Vol 54 ◽  
pp. 004695801773952 ◽  
Author(s):  
Zhenzhen Xie ◽  
Calvin Or
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Waiting Time ◽  
Service Time ◽  
Questionnaire Survey ◽  
Waiting Times ◽  
Time Study ◽  
Care Providers ◽  
Public Attention ◽  
Care Services

The issue of long patient waits has attracted increasing public attention due to the negative effects of waiting on patients’ satisfaction with health care. The present study examined the associations between actual waiting time, perceived acceptability of waiting time, actual service time, perceived acceptability of service time, actual visit duration, and the level of patient satisfaction with care. We conducted a cross-sectional time study and questionnaire survey of endocrinology outpatients visiting a major teaching hospital in China. Our results show that actual waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. Also, patients who were less satisfied with the sociocultural atmosphere and the identity-oriented approach to their care tended to perceive the amounts of time they spent waiting and receiving care as less acceptable. It is not always possible to prevent dissatisfaction with waiting, or to actually reduce waiting times by increasing resources such as increased staffing. However, several improvements in care services can be considered. Our suggestions include providing clearer, more transparent information to keep patients informed about the health care services that they may receive, and the health care professionals who are responsible for those services. We also suggest that care providers are encouraged to continue to show empathy and respect for patients, that patients are provided with private areas where they can talk with health professionals and no one can overhear, and that hospital staff treat the family members or friends who accompany patients in a courteous and friendly way.

scholarly journals The weighted words collector

2012 ◽  
Vol DMTCS Proceedings vol. AQ,... (Proceedings) ◽  
Author(s):  
Jérémie Du Boisberranger ◽  
Danièle Gardy ◽  
Yann Ponty
Keyword(s):  
Waiting Time ◽  
Waiting Times ◽  
General Theorem ◽  
General Version ◽  
Real Numbers ◽  
Expected Number ◽  
Positive Real ◽  
Coupon Collector ◽  
International Audience ◽  
Expected Waiting Time

International audience We consider the word collector problem, i.e. the expected number of calls to a random weighted generator before all the words of a given length in a language are generated. The originality of this instance of the non-uniform coupon collector lies in the, potentially large, multiplicity of the words/coupons of a given probability/composition. We obtain a general theorem that gives an asymptotic equivalent for the expected waiting time of a general version of the Coupon Collector. This theorem is especially well-suited for classes of coupons featuring high multiplicities. Its application to a given language essentially necessitates knowledge on the number of words of a given composition/probability. We illustrate the application of our theorem, in a step-by-step fashion, on four exemplary languages, whose analyses reveal a large diversity of asymptotic waiting times, generally expressible as $\kappa \cdot m^p \cdot (\log{m})^q \cdot (\log \log{m})^r$, for $m$ the number of words, and $p, q, r$ some positive real numbers.

scholarly journals Modelling the Mean Waiting Times for Queues in Selected Banks in Eldoret Town-Kenya

2019 ◽  
pp. 1-9
Author(s):  
Kenneth Kibet Karoney ◽  
Mathew K. Kosgei ◽  
Kennedy L. Nyongesa
Keyword(s):  
Performance Measures ◽  
Waiting Time ◽  
Waiting Times ◽  
Mathematical Study ◽  
Stochastic Delay ◽  
Time Bank ◽  
The Mean ◽  
Traffic Delay ◽  
To Come ◽  
Expected Waiting Time

The mathematical study of waiting lines is mainly concerned with queue performance measures where several applications have been drawn in past studies. Among the vast uses and applications of the theory of queuing system in banking halls, is the main focus of this study where the theory has been used to solve the problem of long queues as witnessed in banks leads to resource waste. The study aims to model the waiting times for queues in selected banks within Eldoret town, Kenya. The latter component was put under D/D/1 framework and therein its mean derived while the stochastic component was put under the M/M/c framework. Harmonization of the moments of the deterministic and the stochastic components was done to come up with the mean of the overall bank queue traffic delay. The simulation was performed using MATLAB for traffic intensities ranging from 0.1 to 1.9. The results reveal that both deterministic and the stochastic delay components are compatible in modelling waiting time. The models also are applicable to real-time bank queue data whereupon simulation, both models depict fairly equal waiting times for server utilisation factors below 1 and an infinitely increasing delay at rho greater than 1. In conclusion, the models that estimate waiting time were developed and applied on real bank queue data. The models need to be implemented by the banks in their systems so that customers are in a position to know the expected waiting time to be served as soon as they get the ticket from the ticket dispenser.

scholarly journals Interhospital referral of colorectal cancer patients: a Dutch population-based study

2021 ◽  
Author(s):  
A. K. Warps ◽  
◽  
M. P. M. de Neree tot Babberich ◽  
E. Dekker ◽  
M. W. J. M. Wouters ◽  
...  
Keyword(s):  
Colorectal Cancer ◽  
Cancer Patients ◽  
Waiting Time ◽  
Secondary Care ◽  
Advanced Disease ◽  
Waiting Times ◽  
Tertiary Care ◽  
Disease Stage ◽  
Colorectal Cancer Patients ◽  
Tertiary Care Hospitals

Abstract Purpose Interhospital referral is a consequence of centralization of complex oncological care but might negatively impact waiting time, a quality indicator in the Netherlands. This study aims to evaluate characteristics and waiting times of patients with primary colorectal cancer who are referred between hospitals. Methods Data were extracted from the Dutch ColoRectal Audit (2015-2019). Waiting time between first tumor-positive biopsy until first treatment was compared between subgroups stratified for referral status, disease stage, and type of hospital. Results In total, 46,561 patients were included. Patients treated for colon or rectal cancer in secondary care hospitals were referred in 12.2% and 14.7%, respectively. In tertiary care hospitals, corresponding referral rates were 43.8% and 66.4%. Referred patients in tertiary care hospitals were younger, but had a more advanced disease stage, and underwent more often multivisceral resection and simultaneous metastasectomy than non-referred patients in secondary care hospitals (p<0.001). Referred patients were more often treated within national quality standards for waiting time compared to non-referred patients (p<0.001). For referred patients, longer waiting times prior to MDT were observed compared to non-referred patients within each hospital type, although most time was spent post-MDT. Conclusion A large proportion of colorectal cancer patients that are treated in tertiary care hospitals are referred from another hospital but mostly treated within standards for waiting time. These patients are younger but often have a more advanced disease. This suggests that these patients are willing to travel more but also reflects successful centralization of complex oncological patients in the Netherlands.

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