Assessing the Efficiency and Effectiveness of Waiting List Management and Its Impact on Service Delivery Among Patients in Federal Medical Center Abeokuta (FMC)
Chapter One
Objective of the study
- To investigate the key factors affecting the efficiency of waiting list management.
- To assess the effectiveness of waiting list management by examining whether patients receive timely and appropriate care based on their medical needs.
- To examine the correlation between waiting list management practices and prolonged waiting times for healthcare services.
CHAPTER TWO
REVIEWED OF RELATED LITERATURE
INTRODUCTION
According to Bergen mar. et al., (2006), waiting time can be defined as an objective evaluation of the quality of service received against the individual‟s expectations. In this study, patient waiting time was expressed as an arithmetic sum of all sections waiting time. Patients spend a considerable amount of time in hospitals waiting for services to be delivered by physicians and other allied health professionals. Delayed access to health care is assumed to negatively affect health outcomes due to delays in diagnosis and treatment (Kenagy et al., 1999) plus unforeseen cost implications on the patients and public health system (Mesfin et al., 2010). The current emphasis in improving quality outpatient service delivery especially in public health facilities requires a detailed, fundamental understanding of how hospital outpatient departments operate and mapping the process of care is an important step towards this goal (Barach & Johnson, 2006). One index in healthcare delivery by which the quality of service provided to patients can be evaluated is the uninterrupted movement of patients, known as patient flow. According to Hall (2006), patient flow represents the ability of the healthcare system to serve patients quickly and efficiently as they move through stages of care. Blockage in the flow can increase waiting and through put time creating unnecessary delay at the facility before the patient receives care, thus having an impact of health care outcomes (Vos, 2007). The Institute of Medicine (IOM) recommends that, at least 90% of patients should be seen within 30mins of their scheduled appointment time (O‟malley et al., 1983). This is, however, not the case in most developing countries, as several studies have shown that patients spend 2-4 hrs. in the outpatient departments before seeing the doctor (Ofilli et al., 2005). A recent study carried out at the outpatient departments in Mulago hospital found out that the overall satisfaction of patients with outpatient services was closely related to their satisfaction with waiting time (Nabbuye-Sekandi et al., 2011). Reducing outpatient waiting times has been the focus of a large number of studies (Jessica Jitta, 2008; Nabbuye-Sekandi et al., 2011) because waiting and treatment times are usually regarded as indicators of service quality (MOH 2004; Nabbuye-Sekandi et al., 2011). However, despite the declared importance of ensuring timely access to care, little research has actually measured how long patients wait and also examined any empirical associations with patient waiting time for outpatient care. Waiting time is an important determinant of quality services as it is noted that in health care provision „delays are expensive, not only in terms of direct costs incurred, but also in terms of the potential costs of decreased patient satisfaction and adverse outcomes‟ (Haussmann, 1970). Waiting time studies have been done in settings such as specialized clinics like child health, maternal health clinics and medical clinics for priority conditions such as Acquired Immune Deficiency Syndrome, elective surgery clinics such as those dealing with organ transplant and other cosmetic surgery clinics and general outpatients‟ clinics. With the challenge to deliver high quality services with limited resources (Hall et al., 2001)
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
POPULATION OF THE STUDY
According to Udoyen (2019), a study population is a group of elements or individuals as the case may be, who share similar characteristics. These similar features can include location, gender, age, sex or specific interest. The emphasis on study population is that it constitutes of individuals or elements that are homogeneous in description.
This study was carried to examine Assessing the Efficiency and effectiveness of waiting list management and its impact on service delivery among patient in federal medical Center Abeokuta (FMC). federal medical Center Abeokuta (FMC) form the population of the study.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain Assessing the Efficiency and effectiveness of waiting list management and its impact on service delivery among patient in federal medical Center Abeokuta (FMC).. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing Assessing the Efficiency and effectiveness of waiting list management and its impact on service delivery among patient in federal medical Center Abeokuta (FMC).
Summary
This study was on Assessing the Efficiency and effectiveness of waiting list management and its impact on service delivery among patient in federal medical Center Abeokuta (FMC).. Three objectives were raised which included: To investigate the key factors affecting the efficiency of waiting list management, to assess the effectiveness of waiting list management by examining whether patients receive timely and appropriate care based on their medical needs and to examine the correlation between waiting list management practices and prolonged waiting times for healthcare services.. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from federal medical Center Abeokuta (FMC). Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
In conclusion, this study has provided a comprehensive assessment of the waiting list management system at Federal Medical Center Abeokuta (FMC) and its implications for service delivery to patients. The findings reveal several key insights that contribute to a deeper understanding of the efficiency and effectiveness of the current waiting list management practices.
The study identified [mention key findings, such as bottlenecks, delays, or areas of improvement] in the waiting list management process. These factors directly impact the overall efficiency of service delivery within the medical center.
The effectiveness of the waiting list management system was analyzed in terms of its impact on patient satisfaction and timely access to healthcare services. The results shed light on the strengths and weaknesses of the existing system, highlighting areas where improvements are essential for enhancing the overall patient experience.
Recommendation
- Streamline and optimize the waiting list management procedures to identify and eliminate bottlenecks, ensuring a more efficient and transparent system.
- Implement modern technologies such as electronic health records and appointment systems to enhance data accuracy and reduce manual processing delays.
- Establish clear and effective communication channels between the medical center and patients, providing timely updates on appointment schedules, expected wait times, and any changes in the treatment plan.
- Utilize SMS, email, or other digital platforms to keep patients informed and engaged throughout their waiting period.
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