Waiting and Appointment Times [QSI Ref: XR-304]

Descriptor: 

Waiting time of patients prior to appointment.

Background: 

Patients find waiting for an examination distressing. Unnecessary waiting reduces departmental efficiency and increases departmental congestion.

The Cycle

The standard: 

A locally agreed standard that 90% of patients should be called into the examination room within 10 minutes of their allocated appointment time.

Target: 

90%

Assess local practice

Indicators: 

Percentage of patients who are called into the examination room within 10 minutes of their appointment time.

Data items to be collected: 

For each patient record on a short proforma:

• The appointment time allocated

• The actual time of the examination

• The identifiable reason for any delay

Suggested number: 

All for 1 week period.

Suggestions for change if target not met: 

• If waiting times are too long, then the allocation of the number of appointments in any one session should be reviewed. This may involve reorganisation of staff working hours

• Avoid allocating multiple patients to the same appointment time

• Review arrangements for patients changing their clothes prior to examination

• Recruit Imaging Support Workers

Resources: 

• Prospective data recording

• Reception clerks to fill in the proforma

• Radiographer: 2 hours for recording of information

No other expense necessary, although a time/date stamp might be helpful in those departments without an electronic facility for recording booking in time.

References: 
  1. The Audit Commission. Improving your Image. How to Manage Radiology Services More Effectively. London: Audit Commission, 1995.

  2. Patient’s Charter (1995). London: National Charter Standards, Department of Health, Richmond House, 79 Whitehall, London SW1A 2NS.

Published Date: 
Monday 7 January 2008

Last Reviewed: 
Wednesday 20 January 2021