IJCM_210A: Assessment of Outdoor Patients Waiting Time and Consultation Time in a Tertiary Care Hospital of Kolkata

Abstract

Background: Waiting and consultation times affect patient satisfaction and the managerial capacity of the health system. Whereas waiting time is mainly attributed to organizational processes, consultation time is characterized by health demands, concerns, and protocols followed by service providers, which vary between individuals. Therefore, periodic evaluation of the entire process is necessary to achieve continuing health service improvement. Objectives: 1. To measure the waiting time and consultation time for each participant 2. To find out the variation of waiting and consultation time according to the departments visited. Methodology: A descriptive, cross-sectional study was carried out at a tertiary care medical college hospital in Kolkata, between May-June 2023. A systematic sampling design was followed. Data collection was conducted for two weeks for the entire OPD duration (9 AM-3 PM). Waiting Time was defined as the time taken from registration to chamber entry. Consultation Time was defined for the study as the time taken from chamber entry to exit. Timing record was maintained by giving a time-indicated note to the patient at the time of registration. Exit interviews were conducted after completing consultations. Results: Total number of participants was 432, with 74.8% female and mean age of 28.7 years. There were 22% participants who had 10 or more years of schooling and 80.1% resided in rural areas. Mean waiting time was 98.6 minutes (SD 45.4) and the consultation time was 6.5 (SD 13.7) minutes. Waiting time was maximum for general medicine OPD (mean-122 min) and minimum for pediatric medicine OPD (mean 43 min), while consultation time was maximum for surgery OPD (mean 6.8 min). Conclusion: The study shows an imbalance between waiting time and consultation time. Walk-in patients for minor illnesses and unnecessary referrals should be reduced to prevent overcrowding of tertiary institutes and compromising quality of care.