Planning for ambulatory care: simple methods for improving patient flow

Wait time and satisfaction with care and service at a nurse practitioner managed clinic

PURPOSE

To examine the relationships among the various times patients wait for health care and patient satisfaction with nurse practitioner (NP) care and the service component of care in a NP developed and managed clinic.

DATA SOURCES

Forty-seven patients (78% response rate) responded anonymously to a 15-item questionnaire that measured satisfaction with NP care and an additional 15 items that measured satisfaction with the service component of care. Actual clock times were recorded on a flow sheet that corresponded to the system of care at this clinic.

CONCLUSIONS

Using Pearson Product-Moment Correlation, there were no statistically significant relationships among various wait times and the measures of satisfaction.

IMPLICATIONS FOR PRACTICE

Patient satisfaction with NP care is an important indicator of quality of care. Although satisfaction was not related to wait times, NPs must be respectful of the amount of time that patients wait for health care.