Analysis of Process and Waiting Times at a University Outpatient Department

Aim: Waiting times play a key role in management and customer orientation at health care departments. This study sought to identify possible factors that influence waiting times at an outpatient university department by conducting a process and waiting time analysis. Furthermore, improvement areas should be identified. Method: A process analysis was performed by a project team. The subsequent waiting time analysis followed a quantitative approach. Waiting times and possible factors that influence waiting times were measured empirically and were statistically analysed. As a result, improvement areas were developed. Results: It was found, that waiting times are highly dependent on the amount of patients, the special type of consultations offered (appointment scheduling vs. none appointments), fixed ward rounds, and availability of staff. Conclusion: If the amount of patients is not equally distributed throughout the consultation hours, particularly without appointment scheduling, it is necessary for health care providers to react in a flexible manner. Fixed appointment times are rather able to harmonise the patient flow in an outpatient department than a "drop in at any time" strategy.