Queuing Dynamics and Beneficiary Satisfaction in The OPD Of a Tertiary Care Centre in Bankura, West Bengal

Abstract

Context/Background: Queuing, a major problem faced by beneficiaries availing services in public health care system, may also have influence on the level of satisfaction among beneficiaries. Aims/Objectives: To describe the queuing dynamics in the OPD, to explore different factors influencing the level of satisfaction among the beneficiaries and their perception regarding possible ways to improve the queuing situation. Methodology: A hospital-based analytical study was conducted in an OPD of Bankura Sammilani Medical College and Hospital, West Bengal, among 202 beneficiaries. Data were collected from subjects, selected from random queue in total 30 shifts (30 minutes each) on different working days, using predesigned, pretested, questionnaire. Results: Queuing dynamics revealed utilization factor of 75%, while 25% probability of the system being idle. Only 39.1% of the subjects were satisfied with the service in Paediatric OPD, in context of waiting in queue. MLR revealed subjects waiting in queue for a duration ≤ 1 hour and those with > 4 minutes consultation time were found to be more satisfied. Conclusions: Considering variable consultation time, arrival and service rates at the OPDs and resources, a well-planned system can minimize the waiting time and thus improve the level of satisfaction among the beneficiaries.