THE EFFECTS OF QUEUING AND WAITING TIME IN THE DELIVERY OF HEALTH CARE (A CASE OF EASTERN REGIONAL HOSPITAL, KOFORIDUA)

Abstract

We encounter waiting lines while going about our regular business. Individuals (patients) have inconveniences when waiting in a line or queue, and businesses and organizations incur fees. Patients wait for health care services before, during, or after being serviced for a few seconds, an hour, a day, or even months. The study was undertaken to determine the effects of queuing and waiting time in the delivery of health care, using Eastern Regional Hospital, Koforidua as a study area. A descriptive research design guided the study. Purposive and convenient sampling approaches were used to choose the study sample. Ninety five (95) respondents made up the study's sample. Data was gathered via a questionnaire. Descriptive and inferential statistics were used to examine the data, and the findings are shown in figures and tables. It was discovered that patients spend between 90-120 minutes in a queue receiving health care delivery and they suggested that the hospital needs to reduce the steps involved in the queuing systems to improve patient satisfactions. Again, patients and employees agreed queuing systems enhance health care delivery, but most of the patients mentioned that queuing systems promote fairness and transparency in receiving health care services whiles employees stated that queuing systems reduce waiting time on regular basis. The study further found that patients agreed that there are challenges facing the use of queuing systems in the hospital and this challenge is poor design of queuing system which leads to long waiting time. The study recommended management of the hospital to invest more in electronic booking facilities and make more liberal policies for electronic booking appointments to reduce the length of queue in the hospital.