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Evaluation & the Health Professions, Vol. 28, No. 1, 40-52 (2005)
DOI: 10.1177/0163278704273084
© 2005 SAGE Publications

Can Physicians Improve Patient Satisfaction with Long Waiting Times?

Christopher A. Feddock

University of Kentucky

Andrew R. Hoellein

University of Kentucky

Charles H. Griffith, III

University of Kentucky

John F. Wilson

University of Kentucky

Jennifer L. Bowerman

University of Kentucky

Natasha S. Becker

University of Kentucky

Timothy S. Caudill

University of Kentucky

The purpose of our study was to determine how time spent with the physician might be related to patient dissatisfaction with their waiting time. During a 2-month period, patients in our internal medicine resident continuity clinic completed a survey assessing their satisfaction with their waiting time and their estimates of their waiting time and time spent with the resident physician. For patients with long waiting times (more than 15 min in the waiting room or more than 10 min in the exam room), patient dissatisfaction with waiting time was associated with a shorter physician visit (48% were dissatisfied if the physician spent less than 15 min vs. 18% if the physician spent more than 15 min with them, p = .03). These data suggest that physicians can mediate the negative effects of long waiting times by spending more time with their patients. Future studies on patient satisfaction should consider this interaction.

Key Words: patient satisfaction • waiting time • patient-physician relationship


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