ArticleBMC health services research2019
Improving outpatient satisfaction by extending expected waiting time.
Article in BMC health services research, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 14 papers, 1 of them a synthesis that pooled it.
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Who cites it
14 citing papers in PubMed, 1 synthesis or guideline pooled it, 22 citations in OpenAlex.
- An interdisciplinary mixed-methods systematic review of multidimensional factors shaping the outpatient waiting experience.BMC health services research · 2026Pooled it
- How to adjust the expected waiting time to improve patient's satisfaction?BMC health services research · 2023Trial
- Key factors influencing patient satisfaction in the emergency department of a tertiary hospital in Saudi Arabia: a cross-sectional study.BMC health services research · 2026Article
- Behavior-aware deep reinforcement learning for multi-objective outpatient scheduling optimization.Scientific reports · 2026Article
- Is wait a hard word for the patient? The impact of waiting time on revisit decisions in patients with respiratory infectious diseases in the post-epidemic era - findings from fever clinics in China.BMC health services research · 2026Article
- Impact of expected waiting time on pediatric outpatient satisfaction: a behavioral experiment study.BMC health services research · 2025Article
- Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa.BMC health services research · 2023Article
- Hospital crowdedness evaluation and in-hospital resource allocation based on image recognition technology.Scientific reports · 2023Article
- Article
- The use of various appointment systems among patients visiting academic outpatient centers in Kerman and the evaluation of patients' perspective and satisfaction.BMC health services research · 2022Article
- Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach.International journal of environmental research and public health · 2022Article
- Do Patient Experiences Have Mediating Roles on Patient Loyalty?Journal of patient experience · 2022Article
- Time-Flow Study for Receipt of Outpatient Services in Public and Private Hospitals: Implications for Lean Approach in Health Facilities in Rivers State, Nigeria.Nigerian medical journal : journal of the Nigeria Medical AssociationArticle
- Article
Corrections and comments
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Authors and funding
3 authors at 2 institutions in 1 country.
Funding
Abstract
backgroundLong waiting times result in low satisfaction. Although several methods are used to shorten the actual waiting time (AWT) in large hospitals of China, the outpatients still have a long actual waiting time. This study aimed to explore whether satisfaction could be improved by extending the expected waiting time (EWT) instead of shortening the AWT.
methodsIn October 2016, 257 students in grade one voluntarily participated in this study. They came from 6 classes, which were randomly divided into two groups: 3 classes comprised the control group (n = 125) and 3 classes comprised the experimental group (n = 132). Unfavorable information (UI) was given to the experimental group alone. Six distinct questionnaires were designed to explore the effects of UI on EWT and the effects of an extended EWT on satisfaction. Satisfaction scores ranged from 0 to 100: 0-25, very dissatisfied; 26-50, dissatisfied; 51-75, satisfied; 76-100, very satisfied. Each participant finished one of the 6 questionnaires online. Of the 257 questionnaires, 233 were valid.
resultsBefore UI was given, the initial EWT (T
conclusionsEWT was found to be extended greatly by UI. An extended EWT could improve satisfaction scores.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.