Research Article

Effects of Waiting Time on Outpatient Satisfaction at Hospitals in Phalga, Rivers State

Abstract

Patient satisfaction is a major indicator of healthcare quality and an essential outcome of patient-centered care, particularly in outpatient departments where service encounters are brief and time-sensitive. Outpatient waiting time is the beginning of interaction between patients and hospitals and it influences the satisfaction of patients in hospitals. Waiting time is widely recognized as one of the most visible and significant aspects of outpatient care, shaping patients’ perceptions of service quality and overall satisfaction. This study compared the effects of waiting time on outpatient satisfaction in public and private hospitals in PHALGA, Rivers State. A facility-based cross-sectional design was used, and data were collected from 400 randomly selected outpatients across 14 hospitals using structured questionnaires. Independent Sample T-test was used to compare the mean differences of outpatient waiting time across satisfaction levels, and binary logistic regression was used to identify the determinants of outpatient satisfaction. The odd ratio (OR) and its 95% CI were estimated and its significance was set at P ≤ 0.05. Findings showed that average waiting times were longer in public hospitals (107.13 minutes, SD = 2.57) than in private hospitals (95.01 minutes, SD = 2.56). Satisfaction levels were higher in public hospitals (52.88%) than private hospitals (46.77%) despite longer waiting times. Satisfied patients had slightly higher mean scores in both public and private hospitals than dissatisfied patients. Visit status, payment method and total waiting time were significant determinants of satisfaction in both public and private hospitals. In public hospitals, patients with tertiary education (OR = 1.10 95% CI: 1.05 – 1.45) were more likely to be satisfied. In private hospitals, patients aged 71+ (OR = 0.77, CI: 0.56 – 0.98) were less likely to be satisfied. This study concludes that while waiting time is a major determinant of outpatient satisfaction its effect is confounded by age, education, visit status and payment method. The study recommends that hospital management should endeavor to set clear waiting time benchmarks, integrate digital queue management systems and improve service coordination to improve outpatient satisfaction.