Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study

Abstract

BackgroundPatient waiting time as an important indicator of quality of services has been along-standing concern in health care.ObjectiveThe aim of this study was to assess patient waiting time in primary health caresettings in Rwanda.MethodsThis was a mixed-method study design. In quantitative phase, Patient Flow TimeLog was used to track the time patients spent waiting for the service. On exit,a structured questionnaire was administered. Observations were conducted tocapture information regarding the flow and processes. In qualitative part, six focusgroup discussions with patients were conducted. Semi-structured interviews withhealthcare providers were held.ResultsAmong 410 participants, the majority were females (77.1%). The overall healthcentre level waiting time was 211 minutes (3.5 hours). To receive a service, patientswaited an average of 81.5 minutes (1.4 hours). Three conceptual themes wereidentified: a) reported sections to have long wait time; b) causes of long waitingtime; and c) needs for activities to spend time on as patients wait.ConclusionMost patients experienced prolonged waiting times during their visit to the primaryhealth care settings , and the major factors were the huge number of patients, fewhealthcare providers, and lack of medical equipment. To effectively address thesechallenges, more resources and personnel must be allocated to primary healthcaresettings to help foster a higher level of client satisfaction with minimal primaryhealthcare waiting time.Rwanda J Med Health Sci 2024;7(1):6-21