Impact of waiting and provider behavior on surgical outpatients’ perception of care

Abstract

ObjectiveTo measure impact of waiting and complaints on perception of care. Data sources/study settingPrimary data collected. Post-surgery feedback survey of 11,361 elective surgical outpatients (July 2012–October 2014) was linked to day-of-surgery timestamps. Study designUsing MANOVA, we compare how waiting affects outpatients’ perception of care. Using regression, we analyze how the type of complaint affects patients’ perception of care. Data collection/ extraction methodsPatients’ rating of care was coded (scale of 1–4). Six groups were created based on patient waiting. 8% of survey responders (n=335) provided complaints that were coded for content into five pre-validated service component constructs – communication, concern for patient, care and treatment, access and environment. Principal findingsPatients that experienced greatest delays gave lower rating than those that waited the least (p value=0.0 at sig. level=0.05). Service components of communication, care and treatment, and concern for patient were significantly (p value= 0.0) associated with patients’ perception of care. ConclusionsPatients perceive non-clinical care components of healthcare delivery as an integral part of their care. Patients who wait less on the day-of-surgery perceived their care to be better. Healthcare organizations may compensate for delays on the day-of-surgery through proactive communications.