Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study

Abstract

Background
Patient waiting time as an important indicator of quality of services has been a
long-standing concern in health care.
Objective
The aim of this study was to assess patient waiting time in primary health care
settings in Rwanda.
Methods
This was a mixed-method study design. In quantitative phase, Patient Flow Time
Log was used to track the time patients spent waiting for the service. On exit,
a structured questionnaire was administered. Observations were conducted to
capture information regarding the flow and processes. In qualitative part, six focus
group discussions with patients were conducted. Semi-structured interviews with
healthcare providers were held.
Results
Among 410 participants, the majority were females (77.1%). The overall health
centre level waiting time was 211 minutes (3.5 hours). To receive a service, patients
waited an average of 81.5 minutes (1.4 hours). Three conceptual themes were
identified: a) reported sections to have long wait time; b) causes of long waiting
time; and c) needs for activities to spend time on as patients wait.
Conclusion
Most patients experienced prolonged waiting times during their visit to the primary
health care settings , and the major factors were the huge number of patients, few
healthcare providers, and lack of medical equipment. To effectively address these
challenges, more resources and personnel must be allocated to primary healthcare
settings to help foster a higher level of client satisfaction with minimal primary
healthcare waiting time.
Rwanda J Med Health Sci 2024;7(1):6-21