Study to Determine if there is a Significant Difference in Patents' Level of Satisfaction for Those Patients Utilizing a Centralized Versus a Decentralized System for Scheduling Outpatient Appointments

摘要

This study was accomplished to determine if a significant difference in patients' level of satisfaction for those patients using a centralized versus a decentralized system for scheduling outpatient appointments at Madigan Army Medical Center. Patients of various clinics within the hospital and retirees who might have used the system in the past were surveyed to assess their perceptions of the appointment system. Individuals using the decentralized system were more satisfied with time and date of appointment, time between making appointment and appointment, amount of time to make appointment, and information provided by the clerk. No difference between groups were found on the information provided by the clerk and the treatment provided by the clerk. The author recommended analysis of the factors that lead to dissatisfaction to improve the current system instead of a total change from centralized to decentralized appointments. Keywords: Health care, Outpatient appointment systems, Patient satisfaction; Appointment scheduling; management. (kt)