ABSTRACT
Background: Patient satisfaction is a crucial indicator of healthcare quality, significantly shaped by factors like waiting time, hospital infrastructure, and service quality. In teaching hospitals, where the demands of education and patient care converge, outpatient waiting times remain a key factor influencing patient satisfaction and willingness to recommend care. Despite advancements in medical practices, excessive waiting times persist as a challenge in optimizing patient-centered care. Objective: The aim of the study was to investigate the relationship between patient satisfaction with outpatient waiting times and their willingness to recommend care in a teaching hospital setting, with a focus on understanding the contributing factors that affect patient experiences. Methodology: A descriptive cross-sectional study was conducted at the University of Benin Teaching Hospital (UBTH), using both qualitative and quantitative data collection methods. Waiting times were tracked using RapidMedicare's time-tracking tool, and patient experiences were assessed through a structured, interviewer-administered questionnaire. Data were analyzed using SPSS version 27.0, with univariate, bivariate, and binary logistic regression analyses applied to identify predictors of patient satisfaction and willingness to recommend care. Results: The study included 311 respondents with a mean age of 37.15 years (SD = 15.8), predominantly female (65%), Christian (97.4%), Benin (50.8%) and tertiary-educated (55.6%). Four clinics were assessed – Obstetrics and Gynaecology clinic, Paediatric OutPatient clinic, Medical Out-Patient clinic and General Practice Clinic. The study revealed generally lengthy waiting times among respondents in all 4 clinics, with median waiting times of 116.5 minutes, 106 minutes, 166 minutes and 106.5 minutes respectively, recorded 17 in the four clinics. Overall, 51.1% of respondents were satisfied while 48.9% were unsatisfied with the waiting time. At various service points, the consultation room was the most frequently cited source of delay whereas the nursing station was the least cited. A shortage of doctors and other staff, as well as a low number of service points, were the factors most cited as causative of prolonged waiting times at the hospital More respondents (85.1%) were unwilling to recommend care received to others, than were willing (14.9%). Conclusion: The study showed that patient waiting time was generally lengthy at the hospital. It, however, showed marginal satisfaction levels with the waiting time. Factors such as shortage of doctors and other healthcare staff, an inadequate number of service points, and inefficient Information and Communications Technology (ICT) services were identified as causative of the prolonged waiting times. Most patients were unwilling to recommend care to others. . Recommendations: The Federal Government should increase healthworkers’ remuneration and implement policies that discourage emigration, as well as revamp and digitalize the healthcare system to improve service delivery. An increase in staff levels and service points, as well as better time management should be prioritized by the management to improve satisfaction with waiting time at UBTH. Patients should seek health education and adhere to hospital regulations towards improving their healthcare experience.
