ArticleBMC health services research2022
The use of various appointment systems among patients visiting academic outpatient centers in Kerman and the evaluation of patients' perspective and satisfaction.
Article in BMC health services research, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 7 papers.
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Who cites it
7 citing papers in PubMed, 11 citations in OpenAlex.
- Patient satisfaction with the implementation of the family medicine model at Nassem Health Centre, Kuwait.Frontiers in medicine · 2026Article
- Stakeholders' experiences, perceptions and satisfaction with an electronic appointment system: a qualitative content analysis.BMC health services research · 2025Article
- Design of an ultrasound appointment system based on a patient-centered real-time dynamic resource allocation strategy.Frontiers in public health · 2025Article
- [Telehealth: a digital strategy for demand management in primary health care facilities in ChileTelessaúde: uma estratégia digital para a gestão da demanda na atenção primária à saúde no Chile].Revista panamericana de salud publica = Pan American journal of public health · 2025Article
- From Patient Experience to Dental Service Return Visits: A Narrative Review of Strategies for Improving Dental Care Services.Journal of patient experience · 2025Article
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Authors and funding
4 authors at 1 institution in 1 country.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundTo optimize appointment systems, it is necessary to assess their users' perspectives. This study aims to determine the use of various appointment systems among patients in academic outpatient centers and to investigate their perspectives and satisfaction.
methodsThis survey study was conducted on 332 patients or those accompanying patients in academic outpatient centers. A five-part questionnaire consisting of (1) demographic information, (2) willingness to use systems, (3) problems when using these systems, (4) problems after reserving the appointment, (5) recommendations and critics was used. The relationship between the system of interest and the available tools was examined by the Chi-square test, and the relationship between demographic characteristics and satisfaction was assessed using multiple regression.
resultsThe participants' overall satisfaction towards appointment systems, regardless of the type of system, was 49.12 ± 16.04 (out of 100). Satisfaction with the appointment system using Unstructured Supplementary Service Data (USSD) was significantly higher than the other two systems (p = 0.03). Web-based application and Interactive Voice Response (IVR) were the most frequently used systems with 61% and 48%, respectively. More than half of those who had access to a telephone (56%) preferred the IVR appointment system, and most of those who had Internet access (71%) preferred the web-based application (p < 0.05). Among 137 participants who had access to both the Internet and telephone, 49% (n = 67) stated that they would rather arrange their appointment through the web-based application.
conclusionThe web-based application and IVR are the most frequently used and favorable appointment system among the patients or those accompanying patients. Despite the availability of the infrastructure, the participant had moderate satisfaction with these systems due to their failures. Therefore, to have more efficient systems and increase patients or those accompanying patients satisfaction with these systems, healthcare authorities should have a plan to solve the problems of these systemes and use the capacity of information resources to inform the community regarding these systems.
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