Satisfaction of Clinical Waiting Time in Ear, Nose & Throat Departments of the Ministry of Health in Jeddah, Saudi Arabia

Abstract

Patient satisfaction is a critical indicator for assessing the quality of healthcare services, as it plays a crucial role in ensuring the effective, timely, and patient-centered delivery of high-quality healthcare. Additionally, patient satisfaction has a direct relationship with clinical outcomes. The objective of this study was to investigate the influence of clinic waiting time on patient satisfaction in an Ear Nose Throat (ENT) outpatient department. A total of 241 patients who visited hospitals and ENT outpatient departments in Jeddah were recruited for this cross-sectional study. Descriptive statistical analysis was performed using IBM SPSS version 25. The majority of patients expressed satisfaction with the waiting time at the clinic. Additionally, many patients reported being satisfied with the handling of appointments and the information they received from their friends or relatives. Significant statistical differences were observed between waiting time and demographic factors such as age, gender, employment status, and residence. Moreover, there was a statistically significant association between patient satisfaction with the appointment process and the information provided by the staff ( P-value < .001). Notably, patients visiting the ENT outpatient department exhibited higher satisfaction scores. These findings hold the potential for informing quality improvement initiatives. Furthermore, it is recommended that future studies be conducted to assess patient satisfaction and provide valuable insights to policymakers and clinicians when making decisions related to healthcare delivery.