YẾU TỐ ẢNH HƯỞNG ĐẾN THỜI GIAN CHỜ KHÁM: NGHIÊN CỨU PHỐI HỢP TẠI MỘT VIỆN Y DƯỢC HỌC DÂN TỘC

Abstract

Background: Outpatient waiting time reflects service quality and patient satisfaction. To better understand the influencing factors, a combination of quantitative and qualitative methods is required.
Objective: To identify factors affecting outpatient waiting time at Ho Chi Minh City Institute of Traditional Medicine.
Methods: A convergent mixed-methods study was conducted, including a quantitative survey with 477 outpatients and in-depth interviews with 9 participants (Senior healthcare staff and patients). Quantitative data were analyzed descriptively; qualitative data were thematically analyzed.
Results: The average waiting time was 44.00 ± 16.29 minutes, increasing with the number of paraclinical services. Factors associated with longer waiting time included first-time visits, health insurance, morning sessions, and early weekdays. Qualitative findings revealed that influencing factors included environment, system, human resources, technology, and patient behavior. Some bottlenecks were identified, such as overlapping technical services, local staff shortages, and lack of coordination during peak hours.
Conclusion: Waiting time is influenced by various factors such as procedures, human resources, technology, and patient cooperation. It is necessary to maintain favorable factors, optimize procedures, reallocate human resources during peak hours, and enhance the effectiveness of information technology applications.