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Managing waiting patients’ perceptions: The role of process control

Stefanie Naumann (Eberhardt School of Business, University of the Pacific, Stockton, California, USA)
Jeffrey A. Miles (Eberhardt School of Business, University of the Pacific, Stockton, California, USA)

Journal of Management in Medicine

ISSN: 0268-9235

Publication date: 1 October 2001

Abstract

In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients’ fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process.

Keywords

Citation

Naumann, S. and Miles, J.A. (2001), "Managing waiting patients’ perceptions: The role of process control", Journal of Management in Medicine, Vol. 15 No. 5, pp. 376-386. https://doi.org/10.1108/EUM0000000006184

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited