Resumo

MOTLOBA, P.D.; NCUBE, O.; MAKWAKWA, L.N.  e  MACHETE, M.L.. Patient waiting time and satisfaction at a Tertiary Dental School. S. Afr. dent. j. [online]. 2018, vol.73, n.6, pp.400-405. ISSN 0375-1562.  http://dx.doi.org/10.17159/2519-0105/2018/v73no6a3.

INTRODUCTION: The goal of health care systems is to provide timeous, high quality, equitable and efficient services to patients. Exceptionally long waiting times remain worldwide the primary concern for patients, ahead of service quality attributes such as behaviour and attitudes of staff, communication and service environment.¹ The intention of the patient to revisit or even to refer family to the institution is profoundly influenced by waiting times.² AIM AND OBJECTIVES: To measure the association between satisfaction and patient waiting times, and intention to revisit or to refer others to the Medunsa Oral Health Centre (MOHC). METHODS: A descriptive cross-sectional survey was undertaken over a three month period (August to October) and 149 consenting participants completed a questionnaire. Data on waiting times were collected at every hospital section visited each day. RESULTS: Mean waiting time for consultations for the 149 participants was 84.84 minutes. Satisfaction over waiting time, state of the Hospital and quality of care ranged between 60% -80%. Perceptions about waiting time, justification of waiting time, intention to revisit and to refer others were significantly associated with patient satisfaction. CONCLUSION: Patients who perceive their waiting times to be long are unlikely to revisit or refer family or friends to the facility in future.

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