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

ABSTRACT:

Objective

In 2013, customer satisfaction surveys showed that patients were unhappy with the services provided at our ambulatory clinic. In response, we performed an appraisal of our services, which resulted in the development of a strategy to reduce waiting time and improve quality of service. Infrastructural changes to our clinic's waiting room, consultation rooms, and back offices were performed, and schedules were redesigned to reduce wait time to 10 minutes and increase consultation time to 20 minutes. Our objective was to identify if this would improve 1) accessibility to caregivers and 2) quality of service and available amenities.

Design

We conducted a multi-method survey using 1) a patient flow analysis to analyze the flow of service and understand the impact of our

SUBMITTER: Soeteman M 

PROVIDER: S-EPMC4376304 | biostudies-literature | 2015

REPOSITORIES: biostudies-literature