Reducing Waiting Time for Vision Refraction Services in an Eye Care OPD: an Operational Research Study
试验速览
- 阶段
- 不适用
- 状态
- 尚未招募
- 发起方
- 入组人数
- 350
- 主要终点
- Reduction in OPD waiting time
研究概览
简要总结
The Out-Patient Departments (OPD) is often the first point of contact for patients seeking healthcare services and involves the coordination of both administrative and clinical processes. High patient volume and inefficient patient flow can result in prolonged waiting time, contributing to patient dissatisfaction. We performed a root cause analysis (RCA) through group interviews with OPD patients visiting Geta Eye Hospital, Nepal to understand the factors contributing to dissatisfaction towards OPD waiting time. In addition, patient flow through OPD service points was mapped, time-in, time-out and waiting time across OPD rooms was recorded to identify operational bottlenecks for intervention.
The Vision Refraction room (VRR) emerged as key contributor to prolonged waiting time. This operational research study aims to determine the reasons for delay in the VRR and develop strategies to reduce the mean waiting time and improve patient satisfaction with waiting time. This study will be conducted over a 6-8 month period using a two-phase before and after intervention design. Phase 1 will establish baseline waiting time and patient satisfaction, and identify operational challenges. Based on these findings, context-specific interventions will be developed and implemented in Phase 2, and waiting time and patient satisfaction will be reassessed.
详细描述
The demand for quality medical services is growing globally, particularly in developing nations such as Nepal, (Kruk ME, 2018; Sharma J,2024). Patient satisfaction has emerged as a key indicator of service quality, reflecting how effectively health institutions meet patients' expectations and experiences (Khamis & Njau, 2014). A cross-sectional study conducted to assess patient satisfaction with care services, examined the impact of different dimensions on overall satisfaction and found that accessibility and technical quality were most strongly associated with the overall satisfaction (Ziaei H, 2011). New patients often arrive with heightened anxiety, limited health literacy, and logistical challenges and need proper care in the waiting area including lower waiting time. For new patients, these factors take on greater weight because they lack familiarity with the hospital layout, staff routines, and treatment pathways.
Geta eye Hospital provides comprehensive eye care services to the catchment area and also to patients who visit from across the border in India. It was unanimously agreed by the Institutional Operational Research Capacity Building (I-ORCB) team that prolonged OPD waiting time for patients was a concern that needed to be addressed. A group discussion was conducted separately between Nepalese patients and Indian patients to identify the most problematic areas in the OPD. Approximately 8-10 patients participated in each group discussion. In addition, a patient flow chart recorded the time in and time out from each unit of the OPD over a period of 2 weeks. Both the patient flow analysis and groups discussions identified prolonged waiting time in the Vision Refraction Room (VRR) of the OPD as the primary source of dissatisfaction in the OPD.
This operational research project will be conducted in two phases over a period of 8 months:
Phase 1: Baseline assessment The first phase will determine the mean waiting time for vision refraction services, assess patient satisfaction, and explore the reasons for dissatisfaction related to waiting time.
Measurement of waiting time: a structured time tracking chart will be used to record the time of arrival at the VRR waiting area (W1) to the time at which vision refraction services begin (W2). Waiting time will be calculated in minutes as the difference between W1 and W2.
研究设计
- 研究类型
- Interventional
- 分配方式
- Na
- 干预模型
- Single Group
- 主要目的
- Health Services Research
- 盲法
- None
入排标准
- 年龄范围
- 19 Years 至 —（Adult, Older Adult）
- 性别
- All
- 接受健康志愿者
- 否
入选标准
- •All patients awaiting vision refraction services. -
排除标准
- •Patients aged less than 19 years.
研究组 & 干预措施
VRR service optimization arm
干预措施: VRR service optimization (Other)
结局指标
主要结局
Reduction in OPD waiting time
时间窗: 6 months
次要结局
- Improved OPD patient satisfaction scores(6 months)