WAITING TIME

Background: Prolonged waiting time in hospitals is a critical component of healthcare delivery that negatively impacts patient satisfaction, which remains a persistent challenge in Nigeria. Despite ongoing efforts to improve healthcare delivery, long waiting times remain prominent, partly due to systemic inefficiencies, poor communication, and inadequate infrastructure. This study assessed and compared patient satisfaction with waiting time in public and private health facilities in Benin City, Edo State, Nigeria. Methods: A comparative cross-sectional study was conducted among 362 adult outpatients in Benin City, selected using a multistage sampling technique. Data were collected using a pretested, structured, interviewer-administered questionnaire and an observation checklist covering sociodemographic characteristics, waiting time experience, patient satisfaction with waiting time, and factors influencing satisfaction. Patient satisfaction scores were categorised as good (≥70%) or poor (<70%). Data were analysed using IBM SPSS version 25.0. Descriptive statistics, chi-square tests, and logistic regression were used as appropriate. Results: The mean age of respondents was 43.2 ± 16.8 years, and the majority (27.3%) were in the 40–49 years age group. Most respondents (56.6%) had tertiary education, and 76.5% were employed. Overall, 39.2% of respondents waited for 1–2 hours, and 58.9% demonstrated overall good satisfaction with the services received. The type of health facility was significantly associated with overall patient satisfaction (p < 0.001), with satisfaction being higher in private facilities (69.6%) compared to public facilities (48.1%). In the multivariable analysis, having a primary level of education was significantly associated with lower odds of satisfaction compared to having a tertiary education (OR = 0.138, p = 0.046). Furthermore, staff adequately explaining the reason for delays (OR = 132.673, p < 0.001), the comfort of the waiting environment (OR = XIV 9.273, p = 0.007), and the provision of clear information about procedures (OR = 5.834, p = 0.014) emerged as significant independent predictors of patient satisfaction. The perception that staff attitude made waiting easier was not a statistically significant predictor when controlling for other variables (p = 0.407). Conclusion: Although the majority of the respondents demonstrated a positive overall satisfaction with the services received, a significant disparity exists, with patients in public health facilities experiencing lower satisfaction levels compared to their private counterparts. These findings suggest that while objective waiting time is a factor, institutional and interpersonal factors such as staff communication and environmental comfort remain critical drivers of patient satisfaction. Targeted infrastructural upgrades, the implementation of modern queue management systems, and routine staff training on effective communication are recommended to improve patient satisfaction in health facilities in Benin City and similar settings.

Background / Purpose of the Study: Non-specific chronic low back pain (NSCLBP) is a leading cause of disability worldwide. Prolonged waiting in physiotherapy clinics may aggravate pain and influence treatment outcomes. This study examined the effect of waiting time on clinical outcomes of pain intensity and coping strategies (catastrophising, diverting attention, reinterpretation of pain, cognitive coping) in patients with NSCLBP attending physi therapy sessions at the University of Benin Teaching Hospital (UBTH), Benin City, Nigeria. Methods / Procedures: Sixty patients diagnosed with NSCLBP participated in this prospective study. Standardized instruments were used, including the Visual Analogue Scale (VAS) for pain intensity, the Coping Strategies Questionnaire (CSQ-24), and a 0–100 satisfaction score. Waiting time was measured as the interval between patient arrival and treatment start, using a Digital stopwatch. Descriptive statistics of mean and standard deviation were used to summarize participants’ characteristics, while inferential statistics of paired t-tests, MANOVA, Pearson’s correlation, and chi-square tests were used to analyse data at p < 0.05. Results: Most participants (73.3%) waited less than 30 minutes. Pain intensity slightly increased during waiting (p < 0.001) but significantly decreased post-treatment (p < 0.001). Waiting time had no significant effect on pain, catastrophizing, or cognitive coping but influenced reinterpretation of pain (p = 0.006). A strong association was found between shorter waiting periods and higher satisfaction levels (χ² = 51.74, p < 0.001). Longer waits showed weak but positive correlations with post-treatment cognitive coping (r = 0.285, p = 0.027).
Conclusion: Brief waiting times increased pre-treatment pain slightly but did not adversely affect overall outcomes. Physiotherapy effectively reduced pain and improved adaptive coping. Efficient scheduling, patient education, and supportive communication during waiting are recommended to enhance satisfaction and treatment success