Waiting time and its relation with the user's satisfaction in the central pharmacy of a general hospital in Lima

Authors

  • Ericson Gutierrez Instituto de Investigaciones Clínicas, universidad Nacional Mayor de San Marcos. Lima, Perú. Médico Cirujano.
  • Willy Ramos Instituto de Investigaciones Clínicas, universidad Nacional Mayor de San Marcos. Lima, Perú. Médico Cirujano.
  • Martha Uribe Instituto de Investigaciones Clínicas, universidad Nacional Mayor de San Marcos. Lima, Perú. Médico Cirujano.
  • Alex G. Ortega-Loayza Department of Internal Medicine, Virginia Commonwealth university. Richmond, VA, USA. Residente de Medicina Interna.
  • Christian Torres Puesto de Salud yanas, Micro-Red Huacchis, DISA Huari. Ancash, Perú. Médico Cirujano.
  • Daniel Montesinos Clínicas Limatambo. San Juan de Lurigancho, Lima, Perú. Médico Cirujano.
  • Oscar León Facultad de Medicina, universidad Nacional Mayor de San Marcos. Lima, Perú. Estudiante de Medicina.
  • Carlos Galarza Instituto de Investigaciones Clínicas, universidad Nacional Mayor de San Marcos. Lima, Perú. Médico Dermatólogo, Doctor en Medicina.

DOI:

https://doi.org/10.17843/rpmesp.2009.261.1336

Keywords:

Pharmacy service, hospital, Quality indicators, health care, Patient satisfaction, Peru

Abstract

To determine the influence of waiting time on customer´s satisfaction in the central pharmacy of the Hospital Nacional Dos de Mayo (HNDM), we conducted a cross-sectional study which recorded the times of each sub process of care (billing, payment in cash and delivery of drugs) through direct observation of users. We evaluated the level of user’s satisfaction using a Likert scale. We included 150 users, 59% were women, and its average age was 41.4 ± 12.6 years. The average total waiting time was 37.1 ± 14.7 minutes. The waiting time was significantly higher in the sub billing process (p <0.001) and also the time that users took long queues was higher than the actual time (30.1 ± 14.0 versus 6.3 ± 4.4; p <0.001). 17.3% of the users of the central pharmacy of HNDM showed some degree of satisfaction. The waiting time that it is less than 20 minutes was a predictor of user satisfaction (OR: 4.6 [1.1-18.3], p <0.05) regardless of other factors. In conclusion, we can say that the long waiting time principally in the sub billing process, determines a low level of user satisfaction in the central pharmacy of HNDM.

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Published

2009-03-31

Issue

Section

Research Articles

How to Cite

1.
Gutierrez E, Ramos W, Uribe M, Ortega-Loayza AG, Torres C, Montesinos D, et al. Waiting time and its relation with the user’s satisfaction in the central pharmacy of a general hospital in Lima. Rev Peru Med Exp Salud Publica [Internet]. 2009 Mar. 31 [cited 2024 Jun. 23];26(1). Available from: https://rpmesp.ins.gob.pe/index.php/rpmesp/article/view/1336