RESUMO
INTRODUCTION: Prolonged waiting times for medical consultations become a factor in patient dissatisfaction. This study aimed to measure the waiting times for medical consultation and to identify the causes and the consequences from the perspective of improvement of the organisation of medical services. METHODS: We conducted a cross-sectional descriptive study at the General Provincial Reference hospital in Bukavu and at the Biopharm Hospital Center. Data were collected using a literature review, the monitoring of the waiting times and individual interviews of patients and care providers. Quantitative data analysis was accomplished using Epi Info 7.2.0.1.software. Qualitative data were analyzed searching for themes. RESULTS: More than 70% of patients in 3 major Departments at the General Provincial Reference Hospital in Bukavu waited more than 30 minutes before being seen. More than 40% of patients in the 4 major Departments at the Biopharm Hospital Center waited between 0 and 15 minutes. In the Department of Gynecology and Obstetrics at the General Provincial Reference hospital in Bukavu 56% of patients had shorter waiting times (0-15 minutes). The two main causes of prolonged wait times included administrative burden of medical services and physicians delay. Serious implications included a reduction in attendance, in medicinal recipes as well as patients' fatigue. The availability of qualified health staff, the computerization of hospital services and continuous staff training are priorities to reduce waiting times. CONCLUSION: Waiting times vary from one hospital to another and from one department to another within the same hospital, depending on several factors. This study describes possible measures for improvement of waiting times for medical consultations.