scholarly journals COMPARISON OF THE EFFECTIVENESS ONLINE AND OFFLINE REGISTRATION SYSTEM ON PATIENT WAITING TIME IN PRIMARY HEALTH CARE SEMARANG USING QUEUING THEORY

2021 ◽  
Vol 3 (2) ◽  
pp. 181-186
Author(s):  
Evina Widianawati ◽  
Faik Agiwahyuanto ◽  
Trianni Trianni ◽  
Adelia Ayu Sabrina ◽  
Dimas Angga Febian
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Waiting Time ◽  
Queuing Theory ◽  
Waiting Times ◽  
Time Of Arrival ◽  
Registration System ◽  
Primary Health ◽  
Online Registration

The online registration system at Semarang's Primary Health Care has been implemented in 2018, but online registration users are still small. The purpose of this study was to compare the effectiveness of online and offline registration at waiting times using variables in queuing theory. Research at 3 health centers in the city of Semarang. By observing the time of arrival and time of admission to the patient's clinic then the patient is also given a registration service satisfaction questionnaire sheet. The data were processed using queuing theory variables as well as descriptive and inferential statistical analysis. The number of online registrants is only 12% while 88% registered offline. The total number of online registrant patient arrivals per hour is 0.85 patients and offline registrants are 6.38 patients per hour where many patients arrive at the first 105 minutes to open the Puskesmas. The utility of the online registrant registration server is 7%, while 48% offline is classified as low and the patient queue is only about 1 patient so there is no need for an additional registration server to speed up service. There was a difference between online and offline registration waiting times (p = 0.00) where online patients waited 4.91 minutes while offline patients waited 8.84 minutes. There is an effect of waiting time in the system on patient satisfaction (p = 0.00) so that to increase patient satisfaction, it is hoped that patients will register online.

scholarly journals Patient satisfaction and waiting times in the primary health centres of South Chennai

2021 ◽  
Vol 8 (3) ◽  
pp. 1386
Author(s):  
Vishnu Vardhan Yenuganti ◽  
Srinivas Rao D. ◽  
Sasi Kumar P. J. ◽  
Narendranath R.
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Waiting Time ◽  
Care Delivery ◽  
Waiting Times ◽  
Health Centre ◽  
Primary Health ◽  
Primary Health Centres ◽  
Health Centres ◽  
Physician Care

Background: Patient satisfaction and the out-patient waiting time denotes the extent to which general health care needs of the patients are met to their requirements. This study assesses the quality of health care delivery in three primary health care centres in south Chennai. The main aim was to assess the levels of patient satisfaction and its relation to various components and the waiting time among the patients visiting the primary health centres in south Chennai.Methods: This is a cross sectional study conducted in three primary health centres in the rural part of south Chennai. This study is conducted by face to face interview method using a structured questionnaire on 120 random patients visiting the OPDs of these health centres. The questionnaire included timing pattern associated with the patients visit in the health centre. The collected data is analysed using Chi-square test and is conducted to assess the relationship between different categorical variables.Results: Most of the respondents (66.6%) were highly satisfied with the service provided, treatment and physician care, facilities inside the hospital, and the care of paramedical staff. Hospital cleanliness and Physician care were found to be significant in terms of overall satisfaction, and large number of patients visiting the centre was the most quoted reason for long waiting times with a mean of 45.2 minutes.Conclusions: The longer waiting times can be effectively reduced by employing more doctors and paramedical staff wherever it is required. A proper feedback system by assessing the satisfaction and waiting time is needed in any tertiary health centre to improve the health care delivery.

scholarly journals Evaluation of Emergency Health-Care Initiatives to Reduce Overcrowding in a Referral Medical Complex, Jeddah, Saudi Arabia

2021 ◽  
pp. 1-6
Author(s):  
Khalid Alabbasi ◽  
Estie Kruger ◽  
Marc Tennant
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Public Hospital ◽  
Waiting Times ◽  
Care Centre ◽  
Health Care Centre ◽  
Transfer Policy ◽  
Primary Health ◽  
Before And After ◽  
Ed Visits

<b><i>Purpose:</i></b> Excessive delays and emergency department (ED) overcrowding have become an increasingly major problem for public health worldwide. This study was to assess the key strategies adopted by an ED, at a public hospital in Jeddah, to reduce delays and streamline patient flow. <b><i>Materials and Methods:</i></b> This study was a service evaluation for a Saudi patient population of all age-groups who attended the ED of a public hospital for the period between June 2016 and July 2019. The Saudi initiative to reduce the ED visits at the King Abdullah Medical Complex hospital has started on August 7, 2018. The initiative was to apply an urgency transfer policy which outlines the procedures to follow when patients arrive to the ED where they are reviewed based on the Canadian Triage and Acuity Scale (CTAS). Patients with less-urgent conditions (category 4 and 5) are referred to a primary health-care practice (where a family medicine consultant is available). Patients with urgent conditions (category 1–3) are referred to a specialized health-care centre if the service is not currently provided. To test the effectiveness of ED initiative on reducing the overcrowd, data were categorized into before and after the initiative. The bivariate analysis χ<sup>2</sup> tests and 2 sample <i>t</i>-tests were run to explore the relationship of gender and age with dependent variable emergency. <b><i>Results:</i></b> A total of 233,998 patients were included in this study, 61.8% of them were males and the average age of ED patients were 35.5 ± 18.6 years. The majority of cases were those classified as “less urgent” (CTAS 4), which accounted for 65.4%. Number of ED visits before and after the initiative was 67 and 33%, respectively. ED waiting times after the initiative have statistically significantly decreased across all acuity levels compared to ED waiting times before the initiative. <b><i>Conclusion and Implication:</i></b> The findings suggest that the majority of patients arrive to the ED with less-urgent conditions and arrived by walking-in. The number of cases attending the ED significantly decreased following the introduction of the urgency transfer policy. Referral for less-urgent patients to primary health-care centre may be an important front-end operational strategy to relieve congestion.

scholarly journals SATISFACTION OF USERS OF PRIMARY HEALTH CARE WITH NURSING CARE - SAMPLE OF THE CENTRAL REGION OF PORTUGAL

2016 ◽  
Vol 1 (2) ◽  
pp. 339
Author(s):  
Cláudia Chaves ◽  
João Duarte ◽  
Odete Amaral ◽  
Emília Coutinho ◽  
Paula Nelas
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Nursing Care ◽  
Central Region ◽  
User Satisfaction ◽  
Service Providers ◽  
Cronbach’S Alpha ◽  
Cronbach's Alpha ◽  
Primary Health

Abstract.Introduction: Patient satisfaction is an essential indicator for assessment of the quality of care and there is evidence of its correlation with health outcomes. Satisfaction with health care is a multidimensional concept which considers aspects such as access, organization and patient-professional interactions. We believe that the nursing care, in particular, are critical in the health/disease process.Objectives: Validate a scale to assess the satisfaction of users with regard to nursing care, adapted from EUROPEP instrument and assess the satisfaction of users of the primary health care of the central region of Portugal.Methods: Cross-sectional study with a sample of 827 adult users (female 64.4%) with a mean age of 50,08±18,58 years. Data were collected through a questionnaire consisting of socio-demographic variables, the instrument EUROPEP (Ferreira, 1995) to assess satisfaction with primary health care and to assess satisfaction specifically with the nursing team we have created issues grouped in the help relationship, interpersonal and instrumental dimension. Internal consistency, reproducibility and content analysis were evaluated using the SPSS 23.0; considering the consistency acceptable to an α of Cronbach’s alpha > 0.70. The coefficient for each item is presented with a confidence interval of 95%.Results: In all dimensions of EUROPEP questionnaire, the highest percentage of satisfaction with the care was between "good" and "very good". The dimensions created to evaluate specifically the nursing care showed a Cronbach's alpha coefficient of α total of 0.972.Conclusions: These results suggest that the dimensions created to evaluate nursing care will be useful for research on the Portuguese population. User satisfaction is crucial to the quality and efficiency of care, requiring the commitment of all service providers on implementation of systematic management practices leading to satisfaction, giving particular attention to the continuous improvement of organizational processes.Keywords: Patient satisfaction; primary health care; nursing care, adult, PortugalResumo.SATISFAÇÃO DOS UTENTES DOS CUIDADOS DE SAÚDE PRIMÁRIOS COM OS CUIDADOS DE ENFERMAGEM – AMOSTRA DA REGIÃO CENTRO DE PORTUGALIntrodução: A satisfação dos doentes constitui um indicador indispensável para a avaliação da qualidade dos cuidados e há evidência da sua correlação com os resultados em saúde. A satisfação com os cuidados de saúde é um conceito multidimensional que considera aspetos como acesso, organização e interação doente - profissional. Consideramos que os cuidados de enfermagem, em particular, são fundamentais no processo saúde/doença.Objetivos: Validar uma escala para avaliar a satisfação dos utentes face aos cuidados de enfermagem, adaptado do instrumento EUROPEP e avaliar a satisfação dos utentes dos cuidados de saúde primários da região centro de Portugal.Material e métodos: Estudo transversal, com uma amostra de 827 utentes adultos (maioria do sexo feminino 64,4%) com uma média de idade de 50,08±18,58 anos. Os dados foram recolhidos através de um questionário, constituído por variáveis sociodemográficas, o instrumento EUROPEP (Ferreira, 1995) para avaliar a satisfação com os cuidados de saúde primários e para avaliar a satisfação especificamente com a equipa de enfermagem elaboramos questões adaptadas do instrumento EUROPEP e agrupadas nas dimensões relação de ajuda, dimensão interpessoal e instrumental. A consistência interna, reprodutibilidade e análise de conteúdo foram avaliados com recurso ao SPSS 23.0; considerando a consistência aceitável para um de Cronbach > 0,70. O coeficiente para cada item é apresentado com um intervalo de confiança de 95%.Resultados: Em todas as dimensões do questionário EUROPEP, a maior percentagem de satisfação com os cuidados situou-se entre “boa” e “muito boa”. As dimensões criadas para avaliar especificamente os cuidados de enfermagem apresentaram um coeficiente de α de Cronbach total de 0,972.Conclusões: Estes resultados sugerem que as dimensões criadas para avaliar os cuidados de enfermagem serão úteis para a investigação na população Portuguesa. A satisfação do utente é decisiva para a qualidade e eficiência dos cuidados prestados, sendo necessário o compromisso de todos os prestadores na implementação de práticas sistemáticas de gestão que conduzam à satisfação, dando particular atenção à melhoria contínua dos processos organizacionais.Palavras-chave: Satisfação dos Utentes; cuidados de saúde primários, cuidados de enfermagem, adulto, Portugal

scholarly journals Satisfaction of clients with disabilities with services offered at primary health care centres in Ndola, Zambia

2012 ◽  
Vol 68 (2) ◽  
Author(s):  
N. Mlenzana ◽  
R. Mwansa
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Health Services ◽  
Health Professionals ◽  
Health Care Services ◽  
Waiting Times ◽  
Care Providers ◽  
Persons With Disabilities ◽  
Care Services ◽  
Primary Health

To establish satisfaction level of persons with disabilitiesregarding health services at primary health care centres in Ndola, Zambia.Key stakeholders views on satisfaction of services is an important componentof service rendering thus obtaining information is important in assistingwith the evaluation of health care service delivery. This will assist in improvingeffectiveness and availability of health care services to persons with physicaldisabilities.All persons with disabilities attending both rehabilitation centres andprimary health care centres in Ndola, Zambia, were targeted for this study. Willing participants were convenientlyselected to take part in the study.A cross sectional, descriptive study design using quantitative methods of data collection was used. The GeneralPractice Assessment Questionnaire was adjusted, piloted for Ndola population and used in this study to establishsatisfaction of participants. The study was ethically cleared at the University of the Western Cape and Zambia.Information and consent forms were signed by participants.Quantitative data was analysed descriptively and was reported in percentages.In the current study there were 191 participants of whom 56% were male and 44% were female with age rangefrom 18-65 years. Fifty-two percent of the participants presented with learning disabilities and 38% of persons withphysical disabilities. Majority of clients (54%) were dissatisfied with availability of services and health care servicesat the health care centres. Areas that clients were dissatisfied with were accessibility, consultation with health professionals,waiting times and opening hours of the health care centres.Clients with disabilities who accessed health care services from selected health centres in Ndola were dissatisfiedwith aspects of health services. Accessibility, consultation with health professionals, waiting times and opening hoursof the health care centres were the origin of client dissatisfaction. Other clients were satisfied with thoroughness ofhealth care providers regarding symptoms, feelings, reception and treatment received at the primary health care centre.Understanding the views of the clients is essential in improving health delivery services and could impact on thecompliance of people attending primary health care services.

scholarly journals Patient-centred method to evaluate the spatial accessibility of primary health care in a case study in Shanghai

2020 ◽  
Vol 26 (4) ◽  
pp. 344
Author(s):  
Xuechen Xiong ◽  
Li Luo
Keyword(s):  
Primary Care ◽  
Health Care ◽  
Primary Health Care ◽  
Waiting Times ◽  
Care Facility ◽  
Wait Time ◽  
Spatial Accessibility ◽  
Quantitative Methodology ◽  
Time Cost ◽  
Primary Health

Quantitative methodology investigating medical resource accessibility does not incorporate patients’ feelings about the adequacy and fairness of primary health care (PHC). In this study we quantified the spatial accessibility of PHC from the patient perspective. The main obstacles regarding access to PHC services are: (1) distance from the medical facility; and (2) waiting times after reaching the facility. The total time cost to access PHC is calculated as the sum of the time cost to access the PHC facility and the time cost waiting to receive health care; the total time cost was used in this study to reflect the potential spatial accessibility (i.e. probable entry into the healthcare system) of PHC. In Shanghai, it took residents approximately 13min to reach the nearest primary care facility, with an approximate 23min wait time after arriving at the facility. Thus, the spatial accessibility of PHC in Shanghai is approximately 36min. The method of assessing the spatial accessibility of PHC from the perspective of patients is more explanatory and easier to interpret. In the case of Shanghai, the regional accessibility of PHC is much better than its regional availability. Relevant managers should focus on increasing the resource supply capacity of existing facilities providing primary care in the suburbs of Shanghai.

scholarly journals Nurse practitioner consultations in primary health care: a case study-based survey of patients’ pre-consultation expectations, and post-consultation satisfaction and enablement

2018 ◽  
Vol 20 ◽  
Author(s):  
Julian Barratt ◽  
Nicola Thomas
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Nurse Practitioners ◽  
Nurse Practitioner ◽  
Convenience Sample ◽  
Primary Health ◽  
Communication Processes ◽  
Consultation Time

AbstractBackgroundResearch has not yet fully investigated links to consultation duration, patient expectations, satisfaction, and enablement in nurse practitioner consultations. This study was developed to address some of these research gaps in nurse practitioner consultations, particularly with a focus on expectations, satisfaction, and enablement.AimTo explore the influence of pre-consultation expectations, and consultation time length durations on patient satisfaction and enablement in nurse practitioner consultations in primary health care.DesignSurvey component of a larger convergent parallel mixed methods case study designed to conjointly investigate the communication processes, social interactions, and measured outcomes of nurse practitioner consultations. The survey element of the case study focusses on investigating patients’ pre-consultation expectations and post-consultation patient satisfaction and enablement.MethodsA questionnaire measuring pre-consultation expectations, and post-consultation satisfaction and enablement, completed by a convenience sample of 71 adults consulting with nurse practitioners at a general practice clinic. Initial fieldwork took place in September 2011 to November 2012, with subsequent follow-up fieldwork in October 2016.ResultsRespondents were highly satisfied with their consultations and expressed significantly higher levels of enablement than have been seen in previous studies of enablement with other types of clinicians (P=0.003). A significant, small to moderate, positive correlation of 0.427 (P=0.005) between general satisfaction and enablement was noted. No significant correlation was seen between consultation time lengths and satisfaction or enablement.ConclusionHigher levels of patient enablement and satisfaction are not necessarily determined by the time lengths of consultations, and how consultations are conducted may be more important than their time lengths for optimising patient satisfaction and enablement.

The meaning of patient satisfaction with prepaid primary health care in Israel

1983 ◽  
Vol 6 (3-4) ◽  
pp. 385-393 ◽  
Author(s):  
Susie Linder-Pelz ◽  
Leon Epstein ◽  
Ada Tamir
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Primary Health

scholarly journals The impact of organizational culture on patient satisfaction

2017 ◽  
Vol 7 (1) ◽  
pp. 9-14
Author(s):  
Aida Pilav ◽  
Zaim Jatić
Keyword(s):  
Health Care ◽  
Organizational Culture ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Family Health ◽  
Health Care Teams ◽  
Dominant Culture ◽  
Primary Health ◽  
The Family ◽  
Health Care Centers

Introduction: Managing organizational culture has been increasingly viewed as a lever for health care improvement. The aim of this study was to investigate the correlation between the type of organizational culture and patient satisfaction in the selected health care centers in the Federation of Bosnia and Herzegovina (FBIH). Methods: We conducted a cross-sectional survey in two municipal primary health care (PHC) centers in the FBIH, referred as Primary health care (PHC) center A and Primary health care (PHC) center B. A validated questionnaire, known as the Organizational Culture Assessment Instrument (OCAI), was used for the assessment of organizational culture. The questionnaire was distributed among the family health care teams at the two PHCs. Simultaneously, we carried out a survey about patient satisfaction among patients during their visits to the family health care teams. Results: We observed the differences in the type of the organizational culture between the health care centers. The hierarchical culture was found the dominant culture in PHC center A, whereas the market culture was the dominant culture in PHC center B. Also, the statistical significance (t test) was recorded in the overall patient satisfaction in the health care center with the dominated hierarchical culture followed by the clan culture (PHC center A). Conclusions: Considering the lack of similar surveys in Bosnia and Herzegovina, we believe that this study might be a good starting point for education of human resource managers in health care.

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