Queuing Dynamics and Beneficiary Satisfaction in The OPD Of a Tertiary Care Centre in Bankura, West Bengal
Article
| IMSEAR
| ID: sea-217317
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 Medi-cal College and Hospital, West Bengal, among 202 beneficiaries. Data were collected from subjects, se-lected from random queue in total 30 shifts (30 minutes each) on different working days, using prede-signed, pretested, questionnaire.Results:
Queuing dynamics revealed utilization factor of 75%, while 25% probability of the system be-ing idle. Only 39.1% of the subjects were satisfied with the service in Paediatric OPD, in context of wait-ing 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 re-sources, a well-planned system can minimize the waiting time and thus improve the level of satisfaction among the beneficiaries.
Full text:
Available
Index:
IMSEAR (South-East Asia)
Year:
2022
Type:
Article
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