Reducing Patient Waiting Time in an Audiology Clinic by Implementing a New Appointment Scheduling Software

Abstract

Abstract Background Prolonged patient waiting time (PWT) is an issue related to service delivery that occurs in many healthcare organisations due to their complex systems. An audiology clinic (AC) at AL Salman Hospital in Riyadh, Saudi Arabia suffers from this issue. The long PWT causes negative patient experience and dissatisfaction, which raises the number of patient complaints at AC as well as staff burnout. Objective This proposal for a quality improvement project (QIP) aims to reduce PWT at this clinic from an average of 1.5 hours to 15 minutes in a 6-month period with an advanced new appointment scheduling software. As a result, patients’ satisfaction and their overall journey are expected to improve. Methods To achieve the aim of this QIP proposal, the Model for Improvement is used as a framework, and the Quality Improvement Journey will be followed for the measurement plan. The QIP proposal uses a diversity of evidenced-based quality improvement (QI) tools and theories from the literature for different purposes. It includes analysis of the local context, problem identification, and description of the proposed change. Moreover, it covers and addresses the topics required for executing the initiative: the current organisational culture; leadership style; change theories and staff readiness; and stakeholder and patient engagement. Results The QIP results will be subject to an actual implementation of the proposal. Therefore, this dissertation discusses the factors anticipated to present risks and barriers. The QIP might require increased financial and human resources and its sustainability might encounter long-term difficulties unless a direct strategy is in place. Conclusion The QIP aims to propose a solution to tackle the AC’s issue of long PWT. There are limitations to be considered prior to simulating this QIP. There is the diversity of clinical settings, the urgency of the patients’ condition and the available resources, all of which can add layers of complexity in other simulations. Additionally, the QIP involves a relatively small survey sample size for assessing staff satisfaction. Further research is recommended on adapting a variety of strategic improvement clinics. Technology-based QPSI projects should be more prominent as technological solutions have made a remarkable ascent in many important public and private sectors. Key words Patient, waiting time, audiology clinic, reducing, appointment scheduling software, Model for Improvement. Frameworks to reduce PWT at the outpatient