Effects of Out-Patient Service Model on Waiting Time and Service Satisfaction at Mae Moh Hospital, Lampang Province
Keywords:
Ambulatory Service Framework, Delay Duration, Patient ContentmentAbstract
This quasi-experimental study utilized a two-group posttest design to investigate the impact of an outpatient service model on waiting time and patient satisfaction at Mae Moh Hospital in Lampang Province. The research sample comprised 142 patients from the outpatient department, utilizing the G*Power program with an effect size of 0.5, a significance level of 0.05, and a statistical power of 0.8. The participants were divided into two groups, with 71 individuals assigned to the experimental group and 71 to the control group. The research instruments comprised a service satisfaction questionnaire, which exhibited a content validity index of 1.00 and a reliability coefficient of 0.96. The data were examined employing descriptive statistics, including frequency, percentage, mean, standard deviation, and independent t-tests. The findings demonstrated that 1) the experimental group exhibited a statistically significant decrease in overall waiting time relative to the control group (p < .05), and 2) the experimental group recorded considerably elevated satisfaction values compared to the control group (p < .05).
The data indicate that optimizing outpatient procedures with Lean principles can significantly decrease waiting times and improve patient satisfaction. Administrators might utilize these findings to enhance other organizational service procedures
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