Evaluation of Waiting Time and Factors Influencing Healthcare Quality on Patient Satisfaction: A Case Study Brookfield’s Outpatient Department Freetown
Abstract:
Patient
satisfaction which is the fulfilment or fulfilling of a person's expectations
from a service is one of the most important indicators of a healthcare quality.
This study evaluates the impact of waiting time and other major factors
affecting healthcare quality on patient satisfaction at the outpatient
department of Brookfield’s Health Centre, Freetown, Sierre Leone. A structured
questionnaire was used to collect data from 150 patients, and statistical
analyses were conducted to determine relationships between waiting time,
accessibility, reliability, communication, and patient satisfaction. Findings
reveal that long waiting times are negatively associated with patient
satisfaction, highlighting the need for efficient scheduling and patient flow
management. Additionally, accessibility was found to significantly influence
patient satisfaction with care. The study reveals that reliability, measured by
the consistency of service delivery and effective communication, particularly
the provision of clear health information, are major determinants of patient
satisfaction. Regression analysis confirms that all four considered factors are
significantly associated with patient satisfaction (p < 0.05). These results
emphasize the need for healthcare administrators to implement strategic
interventions such as optimized appointment systems, enhanced communication
training for staff, and improved service reliability. Addressing these issues
can enhance patient trust and satisfaction which will result to better healthcare
experiences.
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