Engineering Commons^™

Healthcare Quality: Waiting Room Issues, Vineeth R. Yeddula

Department of Industrial and Management Systems Engineering: Dissertations, Theses, and Student Research

In today’s hyper-competitive market, customers are faced with many different options when deciding on a specific healthcare provider. Due to the varying options, quality and service stand out as two essential elements that influence the selection process. If the quality is not met, the healthcare organizations have to face several issues such as customer retention, value, safety, litigation, and reputation. Patient satisfaction has emerged as an increasingly important parameter in the assessment of health care quality. Waiting time is considered to be an important determinant of patient satisfaction. As patients experience a greater squeeze on their time, short waits seem …