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KMID : 1128620110150010081
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Cung-Ang Journal of Nursing
2011 Volume.15 No. 1 p.81 ~ p.96
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The Effect of a Clinic Scheduling Intervention on Outpatients’ Waiting Time
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Woo Hye-Jong
Lee Gye-Jung
Yu Eun-Kyoung
Park So-Hyun
Kim Yeong-Ran
Lee Bu-Seup
Lee Phil-Ho
Hwang In-Kyung
Ryu You-Mi
Oh Jung-Mi
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Abstract
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Background:It is important to develop innovative clinical scheduling systems to minimize patients’ waiting time and maximize the patients’ satisfaction with the services provided.
Purpose:The purpose of this study was a) to evaluate the effectiveness of a clinic scheduling intervention in an outpatient clinic on waiting time and perceived waiting time and b) to explore perceived waiting time and its correlates.
Methods:A total of 1718 outpatients who visited an orthopedic clinic at a University hospital from July 2010 to December 2010 were enrolled and randomly assigned to either the control group or one of 4 clinic scheduling model which were designed based on time and case. Data including waiting time, demographic data, and evaluation of clinical services were collected after patients’ clinic visits. Data were analyzed using SPSS for Windows (ver. 20) and SAS 9.0. Descriptive statistics, Pearson correlation, ANOVA, and linear regression were used.
Results:The waiting times in modified schedule groups were shorter than in the control group (P<0.001). There was significant relationship between the length of waiting time and negative emotion (r=0.031, P<0.001), and low acceptability (r=-0.31, P<0.001) respectively. Covariates predicted negative emotions (Ps <0.001) after controlling for waiting time; however, controllability and stability did not predict acceptability (Ps>0.05) respectively after controlling for waiting time.
Conclusion:A clinic scheduling intervention based on time and case would reduce outpatients’ waiting time, resulting in increased satisfaction with services.
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KEYWORD
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Waiting Time , Clinic scheduling
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