Improving patient experience in a pediatric ambulatory clinic: a mixed method appraisal of service delivery

Figures & data

Figure 1 Stages of the service improvement project at the pediatric ambulatory clinic.

Table 1 Overview of respondents’ satisfaction with wait time, amenities, waiting environment, and length of time of consult and the percentage of respondents called in within 20 minutes of the arranged consultation

Outcome of survey	2013	2014	P-value
Satisfaction with wait time (%)	89	91	0.53
Satisfaction with length of wait time (%)	91	95	0.22
Satisfaction with available amenities (%)	96	97	0.76
Satisfaction with waiting area, consultation room, and atmosphere (%)	97	99	0.29
Satisfaction with length of time of consult (%)	89	96	0.05
Respondents called in <20 minutes (%)	79	79	NS

Abbreviation: NS, not significant.

Table 2 Overview of respondents’ satisfaction with length of wait time, amenities, and waiting environment, displayed for both surveys (2013 pre intervention, 2014 post intervention)

Outcome of survey	Year of survey	Very satisfied	Satisfied	Moderately satisfied	Dissatisfied	Very dissatisfied
Satisfaction with length of wait time (%)	2013	20	60	11	5	4
	2014	24	58	13	3	2
Satisfaction with available amenities (%)	2013	33	58	5	1	3
	2014	30	60	8	1	2
Satisfaction with waiting area and atmosphere (%)	2013	31	63	3	0	3
	2014	29	65	5	0	1

Table 3 Overview of actual wait time versus acceptable wait time for respondents

Outcome of survey	Year of survey	Early–0 min	0–10 min	10–20 min	20–30 min	30–40 min	>40 min
Actual wait time for respondents* (%)	2013	28	31	20	10	5	6
	2014	24	24	31	11	8	3
Acceptable wait time for respondents (%)	2013	n/a	15	57	23	5	0
	2014	n/a	17	55	25	3	0

Note:

* Wait time for respondents to be called in is calculated from the set time of the appointment for the consultation.

Abbreviations: min, minutes; n/a, not applicable.

Table 4 Overview of respondents’ responses to some of the questions on quality of service in the pediatric ambulatory clinic (2013)

2013	Question	Freq	Comments
1	Dissatisfaction with wait time (n=18)	16	Length of waiting to see the doctor was too long
		2	Environment unsuitable, having to see a clerk first before the consultant
2	Why is wait time considered a problem (n=5)	5	Waiting for too long is unsuitable for the child’s condition, eg, babies, hyperactive children, autism
3	Why would seeing a different physician be an acceptable alternative/be preferred? (n=72)	40	As long as service provided is appropriate
		10	If it is not necessary to see own physician/if problem is not a serious one
		9	Being helped/attended to on time
		8	Each physician is competent
		5	If in an emergency situation
4	Why would seeing a different physician not be an acceptable alternative/not be preferred? (n=99)	73	Own physician knows the patient’s condition/situation best
		14	Specialty-related condition/problem is in own specialist’s field of expertise
		12	Trust in own physician
5	Effect of wait time on the quality of consultation with physicians (n=24)	11	Hasty conversations/less time to discuss all complaints/irritable
		5	Child less likely to cooperate, easily distracted
		4	Insufficient time left to discuss all concerns
		4	Parents agitated because of the long wait

Note: Total number of respondents is 282.

Table 5 Overview of respondents’ responses to some of the questions on quality of service in the pediatric ambulatory clinic (2014)

2014	Question	Freq	Comments
1	Dissatisfaction with wait time (n=9)	7	Length of waiting to see the doctor was too long
		2	Consultation took longer than planned
2	Why is wait time considered a problem (n=3)	3	Tiring for children, risk of getting late for school
3	Why would seeing a different physician be an acceptable alternative/be preferred? (n=25)	6	As long as service provided is appropriate
		7	Each physician is competent
		5	If it is not necessary to see own physician/if problem is not a serious one
		5	Being helped/attended to on time
		2	Feedback given to own physician
4	Why would seeing a different physician not be an acceptable alternative/not be preferred? (n=38)	19	Own physician knows the patient’s condition/situation best
		12	Trust in own physician
		4	Specialty-related condition/problem is in own specialist’s field of expertise
		3	Previous bad experience with a different physician/having to explain patient’s condition all over again
5	Effect of wait time on the quality of consultation with physicians (n=8)	5	Hasty conversations/less time to discuss all complaints/irritable
		3	Child less likely to cooperate

Note: The total number of respondents is 120.

Abbreviation: Freq, frequency.

Figure S1 Questionnaire “No wait, no waste”.