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The psychology of the wait time experience – what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study
- Source :
- BMC Health Services Research, BMC Health Services Research, Vol 19, Iss 1, Pp 1-10 (2019)
- Publication Year :
- 2019
- Publisher :
- Springer Science and Business Media LLC, 2019.
-
Abstract
- Background Wait time, defined as time spent in the waiting and exam rooms waiting to see a provider, is a key quality metric in a number of national patient experience surveys. However, the literature on wait time does not show a consistent correlation between long waits and worse overall patient care experiences. Herein, we examine contextual factors that can shape the manner in which patients may respond to different wait times. We also identify actions providers and clinics can take to promote positive wait experiences and mitigate negative ones. Methods We conducted over 130 h of semi-structured interviews with patients new to two HIV primary care clinics in Houston, Texas. We interviewed patients before the first provider visit, again within two weeks of the first visit, and again at 6–12 months. We analyzed the interviews using directed and conventional content analysis. Results Our study showed that patients’ “willingness to wait” is the product of the actual wait time, individual factors, such as the perceived value of the visit and cost of a long wait, and clinic and provider factors. Analyses revealed key steps providers and clinics can take to improve the wait time experience. These include: 1) proactively informing patients of delays, 2) explicitly apologizing for delays, and 3) providing opportunities for diversion. Patients noted the importance of these steps in curtailing frustrations that may result from a long wait. Conclusions Our study highlights key steps cited by patients as having the potential to improve the wait time experience. These steps are practical and of particular interest to clinics, where waits are oftentimes inevitable.
- Subjects :
- Patient experience
Qualitative studies
Adult
Male
medicine.medical_specialty
Patients
Waiting Lists
Patient-centered care
Ambulatory Care Facilities
Health informatics
Health administration
03 medical and health sciences
0302 clinical medicine
Patient satisfaction
medicine
Humans
Patient preference
030212 general & internal medicine
Qualitative Research
Aged
business.industry
lcsh:Public aspects of medicine
Longitudinal studies
030503 health policy & services
Health Policy
Nursing research
Public health
lcsh:RA1-1270
Physician-patient relations
Middle Aged
medicine.disease
Texas
Wait time
3. Good health
Content analysis
Female
Health Services Research
Medical emergency
0305 other medical science
Psychology
business
Research Article
Qualitative research
Subjects
Details
- ISSN :
- 14726963
- Volume :
- 19
- Database :
- OpenAIRE
- Journal :
- BMC Health Services Research
- Accession number :
- edsair.doi.dedup.....952b78546e132726e2e02279bbd6f18b
- Full Text :
- https://doi.org/10.1186/s12913-019-4301-0