[Study of waiting time in Shahid Dastani's specialized clinics of Shariati hospital using by six sigma model]

ABSTRACT

Waiting time is one of the factors affecting patient satisfaction of service quality which is offered. In This Study waiting times referred to some clinics like Shahid Dastani integrated clinical training center, treatment and researching center like Shariati Hospital was performed. Six sigma model in four stages together with qualitative and quantitative methods was used in this study. The study population consisted of the all patient referred to specialist clinics like Shahid Dastani during every week. We selected 10% of all patients as a sample size referred to specialist clinics [n= 266]. Data were collected by interviewing and filling the checklists using a stopwatch. Measured waiting times were registered in a blank form. Data entry and analysis were performed using SPSS. Mean and standard deviation of waiting time were 121 +/- 33.73 minutes. The most important processes from referred entrance to leaving the physician's office consisted of comprehensive workflow processes, overall workflow, times forming, funds, medical records, previous bloom times, refunds and discount at all costs, and complaints. The first three factors of prolonged time form health care providers and referees view are simultaneous increase in the number of referees, physicians being on time and shortage of doctors. This collection extends the time of giving services by clinic, providing human resources and modifying the physical spaces which were some of recommendations to reduce waiting times