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Managing waiting patients’ perceptions The role of process control

Managing waiting patients’ perceptions The role of process control In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients’ fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Management in Medicine Emerald Publishing

Managing waiting patients’ perceptions The role of process control

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References (18)

Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0268-9235
DOI
10.1108/EUM0000000006184
Publisher site
See Article on Publisher Site

Abstract

In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients’ fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process.

Journal

Journal of Management in MedicineEmerald Publishing

Published: Oct 1, 2001

Keywords: Health care; Customer satisfaction; Perception; United Kingdom

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