Clocks Moving at Different Speeds

OBJECTIVE: To explore racial/ethnic differences in satisfaction with wait time of scheduled office visits by comparing electronic health record (EHR)-based, patient-reported, and patient satisfaction with wait time STUDY SETTING: : A large multispecialty ambulatory care organization in Northern California. Patient experience surveys were collected between 2010 and 2014. Surveys were mailed after randomly selected nonurgent visits. Returned survey data were linked to EHR data for surveyed visits. STUDY DESIGN: Observational, retrospective study designed to assess differences in patient-reported wait time, wait-time satisfaction, and actual EHR-recorded wait time with respect to self-reported race/ethnicity. Multivariate regression models with provider random effects were used to evaluate differences. RESULTS: Asian subgroups (Chinese, Asian Indian, Filipino, Japanese, Korean, and Vietnamese) and Latinos gave poorer ratings for wait time than non-Hispanic whites (NHWs). The average wait time reported by Asians was longer than that reported by NHWs. On the basis of EHR data, however, no minority group was likely to wait longer, and all, except for Japanese (10%), were more likely to be late for the appointment (16%: Filipino and 23%: Asian Indian), than NHWs (13%). CONCLUSIONS: Given actual wait times, Asians perceive longer wait time and were less satisfied with wait times. Asians may have different expectations about wait time at the clinic

Ethnic group · Family medicine · Health care · Observational study · Vietnamese · Demography · Healthcare Operations and Scheduling Optimization · Medicine · Patient Satisfaction in Healthcare · Primary Care and Health Outcomes

• Satisfaction and Mental Health Outcomes Associated with a Large Regional Helpline

  Open Access•Sean R McClellan, Meaghan Hunt et al.•Community Mental Health Journal•2022

  Incluir item

• Response Style and Cross-Cultural Comparisons of Rating Scales Among East Asian and North American Students

  Open Access•C Chen, Shin-Ying Lee et al.•Psychological Science•1995

  Incluir item

• Race/Ethnicity, Language, and Patients' Assessments of Care in Medicaid Managed Care

  Open Access•Robert Weech-Maldonado, Robert Weech‐Maldonado et al.•Health Services Research•2003

  Incluir item

• Cultural differences in responses to a likert scale

  Open Access•Jerry W Lee, Patricia S Jones et al.•Research in Nursing & Health•2002

  Incluir item

• Survey Response Style and Differential Use of CAHPS Rating Scales by Hispanics

  Robert Weech-Maldonado, Marc N Elliott et al.•Medical Care•2008

  Incluir item

• Racial and Ethnic Differences in a Patient Survey

  Jann L Murray-García, Jann Murray-García et al.•Medical Care•2000

  Incluir item

• Social psychological determinants of patient satisfaction

  Open Access•Linder-Pelz, Susie Linder-Pelz•Social Science & Medicine•1982

  Incluir item

• Patient satisfaction

  Open Access•Brian Williams•Social Science & Medicine•1994

  Incluir item