Optimizing Queue Management in Healthcare Settings: Enhancing Patient Satisfaction through Strategic Approaches
Prabaharan T.
Department of Management, Faculty of Commerce and Management, Eastern University, Sri Lanka.
Thishopana B. *
Department of Management, Faculty of Commerce and Management, Eastern University, Sri Lanka.
*Author to whom correspondence should be addressed.
Abstract
This study aims to investigate the interplay between queue management aspects (service quality, waiting time, waiting environment, queue discipline), and patient satisfaction within the healthcare context, while also assessing the impact of these factors on patient satisfaction levels. Employing a deductive approach, hypotheses were formulated and tested based on empirical data collected through a survey conducted in five hospitals across the Ampara district of Sri Lanka. A quantitative research design was adopted, utilizing a self-administered questionnaire distributed among 392 patients. Statistical analyses, including Pearson correlation and regression analysis, were conducted using SPSS 22nd version. The findings reveal significant correlations between queue management aspects and patient satisfaction, with service quality, waiting time, waiting environment, and queue discipline playing crucial roles. These insights contribute to a comprehensive understanding of factors influencing patient satisfaction in healthcare settings, informing targeted interventions for improving service delivery and patient experiences.
Keywords: Queue management, service quality, waiting time, waiting environment, queue discipline, patient satisfaction