Clinical Edge

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Survey: Most Patients Satisfied with Wait Times

Dermatol Surg; ePub 2017 Aug 8; Pena, Lawrence

Most dermatology patients were satisfied with their wait times in doctors’ offices and the duration of their visit, according to a recent study. In order to evaluate patient dissatisfaction with wait time, researchers conducted a cross-sectional study in which patients from 1 provider's office completed a short, in-office, real-time survey. These results were compared with the Consumer Assessment Healthcare Providers and Systems (CAHPS) survey data of the same time period. 756 patients were seen and 251 surveys were collected. The real-time survey response rate was 33% compared with 9% for the CAHPS survey. Researchers found:

  • Overall, 95.74% of patients who completed the real-time survey were satisfied with their wait times and the duration of their visit, vs 84.2% from the CAHPS survey.
  • Implementation of a short in-office survey immediately after patient care can provide better feedback that can be used to ensure that improvement measures are aimed at making significant strides in improving overall health outcomes for patients.

Citation:

Pena SM, Lawrence N. Analysis of wait times and impact of real-time surveys on patient satisfaction. [Published online ahead of print August 8, 20176]. Dermatol Surg. doi:10.1097/DSS.0000000000001232.

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