Managing waiting patients' perceptions: the role of process control.

Document Type

Article

Publication Title

Journal of Management in Medicine

ISSN

0268-9235

Volume

15

Issue

4-5

DOI

10.1108/eum0000000006184

First Page

376

Last Page

386

Publication Date

1-1-2001

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.

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