Effectiveness of online registration for waiting time and outpatient satisfaction

Abstract

Objectives: The purpose of this study was to analyze the effectiveness of online registration for waiting time and outpatient satisfaction. Methods: This study used an experimental design with a post-test only control group design. This design was divided into two groups, including control and intervention (Σn = 160 people). The instruments used were the patient satisfaction questionnaire and waiting time observation. Data were analyzed using the Mann Whitney test. Results: The mean of patient waiting time online is faster than the average waiting time of patients offline with a difference of 44 minutes. And the mean of online patients satisfaction is higher than the mean of offline patients' satisfaction with a difference of 3.77 points. There were differences in online waiting times and offline patient waiting times (p-value= 0,001). In addition there are differences in online patient satisfaction with offline patients (p-value= 0,045). Conclusions: The conclusion was that the online registration system was effective for enhanced patient satisfaction and reduced waiting time. Hospitals can implement online registration extensively for the health services of outpatient. Keywords: Nurse Satisfaction; Online Registration; Outpatients; Waiting Time.