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Improving patient experience in a pediatric ambulatory clinic: a mixed method appraisal of service delivery.

Soeteman M, Peters V, Busari JO - J Multidiscip Healthc (2015)

Bottom Line: In response, we performed an appraisal of our services, which resulted in the development of a strategy to reduce waiting time and improve quality of service.The results showed that 79% of our respondents were called in to see a doctor within 20 minutes upon arrival.The appraisal of our operational processes using a patient flow analysis also demonstrated how this strategy could effectively be applied to investigate and improve quality of service in patients.

View Article: PubMed Central - PubMed

Affiliation: Department of Pediatrics, Atrium Medical Center, Heerlen, the Netherlands.

ABSTRACT

Objective: In 2013, customer satisfaction surveys showed that patients were unhappy with the services provided at our ambulatory clinic. In response, we performed an appraisal of our services, which resulted in the development of a strategy to reduce waiting time and improve quality of service. Infrastructural changes to our clinic's waiting room, consultation rooms, and back offices were performed, and schedules were redesigned to reduce wait time to 10 minutes and increase consultation time to 20 minutes. Our objective was to identify if this would improve 1) accessibility to caregivers and 2) quality of service and available amenities.

Design: We conducted a multi-method survey using 1) a patient flow analysis to analyze the flow of service and understand the impact of our interventions on patient flow and 2) specially designed questionnaires to investigate patients' perceptions of our wait time and how to improve our services.

Results: The results showed that 79% of our respondents were called in to see a doctor within 20 minutes upon arrival. More patients (55%) felt that 10-20 minutes was an acceptable wait time. We also observed a perceived increase in satisfaction with wait time (94%). Finally, a large number of patients (97%) were satisfied with the quality of service and with the accessibility to caregivers (94%).

Conclusion: The majority of our patients were satisfied with the accessibility to our ambulatory clinics and with the quality of services provided. The appraisal of our operational processes using a patient flow analysis also demonstrated how this strategy could effectively be applied to investigate and improve quality of service in patients.

No MeSH data available.


Stages of the service improvement project at the pediatric ambulatory clinic.
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f1-jmdh-8-147: Stages of the service improvement project at the pediatric ambulatory clinic.

Mentions: Based on the identified problem, we decided to investigate wait time in our pediatric ambulatory clinic and investigate patients’ perception of the services provided. The goal of the survey was to improve the ultimate customer experience of patients and their parents. More specifically, we aimed to obtain more insight into the operational processes of our services, including identifying elements that influence the wait time, the specific expectations of patients regarding our services, and recommendations on how to serve them better. Not only was it essential for us to understand the impact of wait times and their effect on our patients’ experience of care, but it was equally important for us to understand the managerial implications of these findings and what is required to restore and/or improve patient satisfaction. As the project was a service improvement initiative, we decided to design a two-stage process improvement study made up of a process evaluation, an intervention, and a re-evaluation at a later stage (see Figure 1).


Improving patient experience in a pediatric ambulatory clinic: a mixed method appraisal of service delivery.

Soeteman M, Peters V, Busari JO - J Multidiscip Healthc (2015)

Stages of the service improvement project at the pediatric ambulatory clinic.
© Copyright Policy
Related In: Results  -  Collection

License
Show All Figures
getmorefigures.php?uid=PMC4376304&req=5

f1-jmdh-8-147: Stages of the service improvement project at the pediatric ambulatory clinic.
Mentions: Based on the identified problem, we decided to investigate wait time in our pediatric ambulatory clinic and investigate patients’ perception of the services provided. The goal of the survey was to improve the ultimate customer experience of patients and their parents. More specifically, we aimed to obtain more insight into the operational processes of our services, including identifying elements that influence the wait time, the specific expectations of patients regarding our services, and recommendations on how to serve them better. Not only was it essential for us to understand the impact of wait times and their effect on our patients’ experience of care, but it was equally important for us to understand the managerial implications of these findings and what is required to restore and/or improve patient satisfaction. As the project was a service improvement initiative, we decided to design a two-stage process improvement study made up of a process evaluation, an intervention, and a re-evaluation at a later stage (see Figure 1).

Bottom Line: In response, we performed an appraisal of our services, which resulted in the development of a strategy to reduce waiting time and improve quality of service.The results showed that 79% of our respondents were called in to see a doctor within 20 minutes upon arrival.The appraisal of our operational processes using a patient flow analysis also demonstrated how this strategy could effectively be applied to investigate and improve quality of service in patients.

View Article: PubMed Central - PubMed

Affiliation: Department of Pediatrics, Atrium Medical Center, Heerlen, the Netherlands.

ABSTRACT

Objective: In 2013, customer satisfaction surveys showed that patients were unhappy with the services provided at our ambulatory clinic. In response, we performed an appraisal of our services, which resulted in the development of a strategy to reduce waiting time and improve quality of service. Infrastructural changes to our clinic's waiting room, consultation rooms, and back offices were performed, and schedules were redesigned to reduce wait time to 10 minutes and increase consultation time to 20 minutes. Our objective was to identify if this would improve 1) accessibility to caregivers and 2) quality of service and available amenities.

Design: We conducted a multi-method survey using 1) a patient flow analysis to analyze the flow of service and understand the impact of our interventions on patient flow and 2) specially designed questionnaires to investigate patients' perceptions of our wait time and how to improve our services.

Results: The results showed that 79% of our respondents were called in to see a doctor within 20 minutes upon arrival. More patients (55%) felt that 10-20 minutes was an acceptable wait time. We also observed a perceived increase in satisfaction with wait time (94%). Finally, a large number of patients (97%) were satisfied with the quality of service and with the accessibility to caregivers (94%).

Conclusion: The majority of our patients were satisfied with the accessibility to our ambulatory clinics and with the quality of services provided. The appraisal of our operational processes using a patient flow analysis also demonstrated how this strategy could effectively be applied to investigate and improve quality of service in patients.

No MeSH data available.