Yếu tố ảnh hưởng đến thời gian chờ khám: Nghiên cứu phối hợp tại một viện y dược học dân tộc

Outpatient waiting time is a critical indicator of healthcare service quality and patient satisfaction, directly influencing patient experience and operational efficiency within medical facilities. Prolonged waiting periods, which vary significantly across institutions due to factors like organizational processes and facility infrastructure, remain a prevalent challenge despite continuous efforts to optimize medical examination procedures. Recognizing the limitations of purely quantitative studies in fully capturing this complex phenomenon, a comprehensive understanding necessitates a mixed-methods study. This academic paper aims to address this gap by investigating the factors affecting outpatient waiting time at the Ho Chi Minh City Institute of Traditional Medicine, utilizing a combined approach of quantitative and qualitative methodologies to offer contextually relevant insights and actionable recommendations.

Healthcare administrators, policymakers, public health researchers, hospital management, and healthcare professionals focused on service quality improvement and patient experience in traditional medicine settings.

This mixed-methods study systematically investigated the complex factors influencing outpatient waiting time at the Ho Chi Minh City Institute of Traditional Medicine. Employing a convergent design, the research integrated a quantitative survey of 477 outpatients with in-depth qualitative interviews involving 9 senior healthcare staff and patients. Quantitative analysis revealed an average waiting time of 44.00 ± 16.29 minutes, which tended to increase with the number of paraclinical services required. Significantly, longer waits were observed for first-time visitors, patients with health insurance, and those attending morning sessions or early weekdays. The qualitative findings provided rich contextual insights, identifying environmental, systemic, human resource, technological, and patient behavior factors as key determinants. Specific bottlenecks included overlapping technical services, localized staff shortages, and inadequate coordination during peak hours, particularly during peak hours. The findings underscore that effective management of medical examination processes requires a holistic approach, considering both measurable quantitative aspects and nuanced qualitative perspectives. The study concludes that while the overall waiting time at the institute remains within acceptable limits, targeted interventions are crucial. These include optimizing procedures at identified bottlenecks, strategic reallocation of human resources during peak periods, enhancing the effectiveness of information technology applications, and improving patient guidance. This comprehensive understanding offers valuable implications for improving service quality and patient satisfaction, serving as a practical guide for healthcare administrators to refine operational efficiencies and enhance the patient journey in similar traditional medicine settings.