This is defined as the time from when a patient enters information on the hospital’s daily visit card to when they get their first contact with the primary doctor. The hospital standard for this time is that patients should be seen within 30 minutes.

Outpatient waiting time is one of the most important determinants of customer satisfaction in the outpatient service. Most customer complaints are about waiting time. Achieving short waiting time thus is of strategic importance to the hospital and as well answers to customer needs. Short waiting times also reduce the risk of delayed medical intervention and subsequent patient deterioration.