Perceived characteristics of outpatient appointment scheduling association with patient satisfaction and treatment adherence: An innovation theory application

Abstract

Background Despite the growing interest in Appointment scheduling (APS) in hospitals of developing countries, empirical assessment of their effectiveness in improving patients’ experiences and adherence to treatment remains limited. We drew on the attributes of an innovation theory to hypothesise and test the extent to which perceived attributes of APS: relative advantage, compatibility and complexity influences patient satisfaction and treatment adherence in a neurology clinic of a large teaching hospital in Ghana. Methods A structured questionnaire was used to collect cross-sectional data from a sample of 295 scheduled patients visiting the clinic for follow-up care. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyse the hypothesised direct relationships of the APS attributes with patient satisfaction and treatment adherence, and the moderating effect of cordial doctor-patient communication in the relationships. Results While the compatibility of APS with patient preference was positively associated with patient satisfaction (p < 0.01) and adherence to treatment (p < 0.01), the reverse was observed for complexity of the APS system (p < 0.01). We also found statistically significant relationship of patient satisfaction with treatment adherence (p < 0.01) which was positively moderated by cordial doctor-patient communication. Conclusion Findings suggest that making the APS system more compatible with patient preference can greatly improve upon patient experience satisfaction and adherence to medical treatment for effective therapeutic outcomes. Practice implication In the light of its benefits to patient care and outcomes, APS should be given priority over walk-in services in specialty clinics of developing countries.