How to improve a urology outpatient service? A survey of patient satisfaction

Table 1 Analysis of consultant vs registrar led consultation duration time, delay of consultation, and patient satisfaction

	Consultant led clinic		Registrar led clinic
	Mean	SD	Mean	SD
Consultation time (min)	13.61	10.58	13.81	10.19
Delay of consultation (min)	33.71	18.84	36.48	20.22
Patient satisfaction	0.90	0.14	0.89	0.12

Table 2 Mean ± SD appointment delay time and appointment length times on various days of the week in our Urology Outpatient Clinics

Clinic day	Appointment delayed length mean(min)	Appointment delayed ± SD(min)	Appointment length mean(min)	Appointment length ± SD
Monday	38	30	13	7
Wednesday	14	28	12	9
Thursday	35	25	14	12
Friday	35	23	14	11

Table 3 Patient satisfaction outcomes and their standard deviation by clinic days and according to patient histological diagnosis

Factor	Satisfaction (%)	SD
Monday clinic	83.4	16
Wednesday clinic	87.7	15.7
Thursday clinic	83.2	17.7
Friday clinic	84.3	18.9
Benign diagnosis	83	18.6
Malignant diagnosis	86	15.3

Table 4 Individual question results of the satisfaction with outpatient service questionnaire n (%)

Question	Total responses	Response	Responses
Question 1 Did you have enough time to discuss your health or medical problem with the doctor?	348	Yes, definitely	242 (69.54)
		Yes, to some extent	98 (28.16)
		No	8 (2.29)
		Yes, definitely	252 (72.41)
		Yes, to some extent	72 (20.68)
Question 2 Did the doctor explain the reasons for any treatment or action in a way that you could understand?	348	No	8 (2.29)
		I did not need an explanation	6 (1.72)
		No treatment or action was needed	10 (2.87)
		Yes, definitely	268 (77.01)
Question 3 Did the doctor listen to what you had to say?	348	Yes, to some extent	80 (22.98)
		No	0 (0)
		Yes, definitely	202 (58.04)
		Yes, to some extent	94 (27.01)
Question 4 If you had an important question to ask the doctor, did you get the answers that you could understand?	348	No	14 (4.02)
		I did not need to ask	30 (8.62)
		I did not have an opportunity to ask	8 (2.29)
		Yes, definitely	260 (74.71)
Question 5 Did you have the confidence and trust in the doctor examining treating you?	348	Yes, to some extent	82 (23.56)
		No	6 (1.72)
		He/she new enough	234 (67.24)
Question 6 Did the doctor seem aware of yor medical history?	348	He/she knew something but not enough	88 (25.28)
		He/she knew little or nothing	16 (4.59)
		Don’t know/Can’t say	10 (2.87)
		I see the same doctor	74 (21.26)
Question 7 Do you have concerns about seeing different doctors each time?	348	No, I don’t mind	214 (61.49)
		Yes, I have concerns	60 (17.24)
		Yes, definitely	204 (58.62)
Question 8 Were you involved as much as you wanted to be in the decisions made about your care and treatment?	348	Yes, to some extent	136 (39.08)
		No	8 (2.29)
		Excellent	120 (34.48)
		Very good	100 (28.73)
Question 9 Overall, how would you rate the care that you received in the Outpatients Department?	348	Good	80 (22.98)
		Fair	30 (8.62)
		Poor	14 (4.02)
		Very poor	4 (1.11)
		Yes, definitely	212 (60.91)
Question 10 Would you recommend this Outpatients Department to your family and friends?	348	Yes, to some extent	124 (35.63)
		No	12 (3.44)
		Yes, definitely	246 (70.68)
Question 11 When I left the clinic I knew what was going to happen next and when?	348	Yes, to some extent	94 (27.01)
		No	8 (2.29)
		Waiting time in clinic	110 (30.60)
		Time spent with doctor	58 (16.66)
Question 12 What would you most like to improve in this Outpatients Department?	348	Seeing different doctors each time	40 (11.49)
		Quality of care	30 (8.62)
		No changes needed	110 (31.60)