Wait time as a driver of overall patient satisfaction in an ophthalmology clinic

PURPOSE The purpose of this study was to determine whether the actual time patients spend waiting is correlated with overall patient satisfaction scores. METHODS This was a cross-sectional survey study conducted in an outpatient ophthalmology clinic. The actual time each patient waited to be called by the provider was recorded, and a survey was given at the end of the visit. RESULTS There was a significant correlation between the time patients spent waiting and overall patient satisfaction scores (P < 0.001). Patients who were not completely satisfied waited twice as long as those who were completely satisfied (P < 0.001), regardless of whether patients received free care. Satisfaction with the amount of time spent waiting was the strongest driver of overall satisfaction score. CONCLUSION Minimizing the time patients spend waiting to see a provider can result in higher overall patient satisfaction scores, regardless of financial status.