TY - JOUR
T1 - An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory
AU - Komashie, Alexander
AU - Mousavi, Ali
AU - Clarkson, P. John
AU - Young, Terry
PY - 2015
Y1 - 2015
N2 - This paper investigates the connection between patient satisfaction, waiting time, staff satisfaction, and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the effective satisfaction level model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely, experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation.
AB - This paper investigates the connection between patient satisfaction, waiting time, staff satisfaction, and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the effective satisfaction level model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely, experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation.
KW - Patient satisfaction
KW - queuing theory
KW - service time
KW - staff satisfaction
KW - waiting time
UR - http://www.scopus.com/inward/record.url?scp=84953279596&partnerID=8YFLogxK
U2 - 10.1109/JTEHM.2015.2400436
DO - 10.1109/JTEHM.2015.2400436
M3 - Article
AN - SCOPUS:84953279596
SN - 2168-2372
VL - 3
JO - IEEE Journal of Translational Engineering in Health and Medicine
JF - IEEE Journal of Translational Engineering in Health and Medicine
M1 - 7035023
ER -