J. Multidiscip. Res. Healthcare

Managing Waiting Time: Impact of Physical Environment and Interaction Quality

Neetu Kumari And Sandeep Patyal

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Waiting Time, Physical Environment Quality, Interaction Quality, Private healthcare

PUBLISHER The Author(s) 2017. This article is published with open access at www.chitkara.edu.in/ Publications

This Research Paper presents the key role of waiting time. This report will explore the issue associated with prolonged waiting time. Research on waiting is used to determine not only why these issues are problematic but what factors may lead them to rise. Finally research unapplied to uncover ways in which the issues can be dealt with physical environment and interaction quality. The Exploratory factor analysis and Structural Equational Modeling was used to analyse the patients of private Clinic. The study brings various waiting time filler to deal with perception management of waiting time. The study provides valuable Operational management techniques to the policymakers on the management of waiting time in Private health care sector. Both patients and staff can get benefit from reduced crowding, less complaint, positive word of mouth and satisfied patients. It also benefit the society by better health services


The waiting time is a critical part of service industry. Waiting for healthcare refers to any waiting period which a patient experiences before or during medical treatment. Waiting to get an appointment with a doctor, staying in a waiting room before an appointment and treatment from physician duration are different concepts in waiting for healthcare. The waiting time for patients is one of the important factors that should be considered in the management and organization of the health care system not only patient but also his friends and family [10]. Patients can spend longer waiting for treatment than actually receiving treatment [1]. Prompt treatment in hospitals means to minimize the time for getting a health service with an emphasis on the favorable treatment [3]. In spite of government dominance in financing healthcare in many countries, the private healthcare sector remains important. In the competitive health care service environment, patient waiting time play an important role in clinic’s maintaining and attracting customers. Mackey and Cole (1997) stated that it is important to manage waiting time if organization wants to sell services. Waiting time which is the length of time from when the patient entered the waiting room or the consulting room [8] to the time the patient actually left the clinic. The present study aimed at firstly assessing patients waiting time, secondly determine the factors affecting the waiting time of patients in private clinics, thirdly, investigate waiting time filler which can influence consumer perception and suggest the managerial implication.

Page(s) 87–98
URL http://dspace.chitkara.edu.in/jspui/bitstream/1/902/2/32009_JMRH_Patyal.pdf
ISSN Print : 2393-8536, Online : 2393-8544
DOI http://doi.org/10.15415/jmrh.2017.32009

The study results came out with useful findings but it is not out of some limitations. The study is limited to private clinic only. Including public hospital can bring new findings. The study only include patients perception the future research on employee view on waiting time can help in formulating more useful strategy. To measure the practical implication it is essential that in additional research suggestion given in this study should be practically implemented in clinic than perception of patient in post evaluation and after implication about waiting time should be evaluated to assess outcomes and explore applicability. The booked patient (have prior appointment), un booked patient (have no appointment) and refill patient (went directly to doctor to show test report) can be evaluated in future research.

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