Patient Flow Analysis in a Public Hospital: A Case of Outpatient Services at Remera Rukoma District Hospital

Abstract

INTRODUCTION: Wait times in outpatient services are a major challenge for hospitals. This study at Remera Rukoma District Hospital aimed to analyze patient flow and waiting times in the outpatient department to improve service quality and resource utilization. 

METHODS: A cross-sectional study was conducted from November 2023 to January 2024, involving 300 patients. Data was collected by observing patient flow and recording time spent at each touchpoint, then analyzed using SPSS version 25. 

RESULTS: The average age of participants was 36.23 years, with a majority being female (55%) and referred patients (82%). Most visits (72.7%) were first-time consultations. Average wait times ranged from 19 minutes at reception to 104 minutes at the pharmacy, with the longest waits observed at the pharmacy. 

CONCLUSION: The study highlighted the need for interventions to reduce delays, particularly at the cashier and pharmacy. Recommendations include process improvement, staff training, and regular monitoring of patient flow data to enhance patient satisfaction and healthcare service quality.