Patient waiting time is defined as the time patients have to wait before meeting clinical staffs or using health service needed ^{1– 3} . Although patient waiting time has been defined as an important indicator in the assessment of healthcare quality ¹ and patients’ satisfaction towards healthcare services ^{2, 3} , lengthy outpatient waiting time has posed a great challenge to maximize healthcare quality ⁴ . The patient waiting time varies across settings. In Ireland, a study conducted in an outpatient clinic showed that 50% of patients waited 60% for their appointment ⁴ . In Nigeria, 60% patients had to wait 90–180 minutes for receiving examination ⁵ . Even in the USA, the average patient waiting time was from 60 minutes in Atlanta to 188 minutes in Michigan ⁶ . This issue is worse among countries with low provider-patient ratios ⁷ .

Vietnam is among highly populated countries that are fueled by patient overload, especially in the central hospitals ⁸ . Thus, extended waiting time has remained highly prevalent. In 2015, a study in Ha Dong General Hospital by Nguyen indicated the average time of medical examination was 96.91 ± 72.16 minutes. The average waiting time was 63.05 ± 62.96 minutes ⁹ . In 2012, a study by Le et al. conducted in an outpatient clinic suggested that the average time spent from registration to doctors’ conclusions was 246.87 ± 104.55 minutes (4.11 ± 1.7 hours) ¹⁰ . Accordingly, patient waiting time is influenced by various factors, such as working procedure, patient overload and appointment schedule ^{11, 12} . Previous study suggests that appropriate operation of medical examinations could shorten patient waiting times ¹³ .

Viet Duc is a central hospital, with the aim of ensuring health for Northern Vietnamese patients. The outpatient clinic welcomes hundreds of patients on a daily basis and is often overloaded. Thus, Viet Duc Hospital is always seeking evidence-based solutions to enhance the quality of healthcare services. However, data on patient waiting time in the outpatient clinic at Viet Duc Hospital remains limited. Thus, the aim of this study was to examine patient waiting times in the outpatient clinic, Viet Duc Hospital, thereby enabling the hospital administration to design evidence-based interventions to improve the satisfaction of patients.

Table 1 illustrates the average waiting time of patients in the outpatient clinic of Viet Duc Hospital. There was a total of 137881 patients who had a medical examination during the time of conducting the research, in which 38298 patients had health insurance, accounting for approximately 27.8%. The average waiting time from registration to preliminary diagnosis in 2014 was 50.41 minutes and in 2015 was 42.05 minutes.

Patient waiting time regarding the hours of the day are presented in Table 2. The largest number of patients having a medical examination were in the hours 7:00–8:00 and 8:00–9:00. The lowest number of patients having medical examination were in the hours 11:00–12:00, 15:00–16:00 and 16:00–16:30 (because the hospital was closed at 16:30). The longest patient waiting time was at 6:30 to 7:00, and the time among those having health insurance was 81.54 minutes, while the longest patient waiting time among those who did not have health insurance was 70.63 minutes.

Table 3 shows patient waiting time regarding weekdays. The largest number of patients having a medical examination was on Monday, Tuesday and Wednesday. There were fewer patients on Thursday and Friday. The shortest waiting time was on Thursday, while the longest waiting time was on Tuesday.

Table 4 demonstrates patient waiting time regarding the month of the year. Generally, few patients had medical examinations in February, 2015. The longest waiting time was in July, August, and September for both insured and uninsured patients.

The purpose of this study was to assess the patient waiting time in an outpatient clinic, Viet Duc Hospital, Hanoi, Vietnam. Our findings indicate that the average waiting time from registration to preliminary diagnosis was decreased in a period of two years from 2014 to 2015. Findings also suggest the difference regarding waiting time between the morning and the afternoon, those having health insurance compared to those that did not have health insurance.

The average waiting time was lower than previous studies at Ha Dong General Hospital (Hanoi City) ⁹ , Trung Vuong Emergency Hospital (Ho Chi Minh city) ¹⁰ , and Nguyen Trai Hospital (Ho Chi Minh City) ¹⁴ . However, our findings were higher than studies by Vu at the National Hospital of Tropical Diseases (Hanoi City) ¹³ , and Cole in Australia ¹⁵ . It could be hypothesized that the outpatient clinic at Viet Duc Hospital is well-qualified (with skilled physicians and advanced medical technologies), patients directly come to the Hospital without visiting healthcare facilities at grass-roots levels, leading to overload. In fact, each department at the hospital receives approximately 130,000 medical visits every year; therefore, overload frequently happens. The study in Trung Vuong Emergency Hospital was conducted in 2011 when the decision 1313/QĐ-BYT related to the medical examination procedure was not implemented. Therefore, patient waiting time might be prolonged.

The higher number of visited patients in the morning and the afternoon observed in our study could be potentially explained since patients prefer to have health consultations in the morning, as they could receive the results of clinical tests within the day. A study by Han et al. also indicated that the number of patients that visit An Giang Cardiovascular Hospital (An Giang Province) in the morning is higher than the afternoon ¹⁶ . Thus, our study highlights the essential need for well-distribution of human resources to shorten patients’ time of medical consultations.

Noticeably, those having health insurance had to wait for their turn longer than those that did not have health insurance. This may potentially reflect shortcomings regarding complicated administrative procedures that could extend waiting time ⁹ . In fact, cumbersome administrative procedures related to health insurance remain the pressing issue in Vietnamese healthcare system ¹⁷ . Since this strategy may be hampered by health insurance-related procedures, stakeholders should pay attention on simplifying administrative procedures for insured patients.

Our results provided evidence that despite the decrease of waiting time from 2014 to 2015, waiting time was much higher among patients having health insurance compared to their counterparts. The findings suggest that human resources promotion and distribution should be emphasized in outpatient clinics and health insurance-related administrative procedures should be simplified.

The data referenced by this article are under copyright with the following copyright statement: Copyright: � 2017 Tran TD et al.

Data associated with the article are available under the terms of the Creative Commons Zero "No rights reserved" data waiver (CC0 1.0 Public domain dedication).

Dataset 1: Raw data used in the construction of Table 1– Table 4. Data from June 2014-June 2015 detailing waiting times of patients and if health insurance was present. doi, 10.5256/f1000research.11045.d157112 ¹⁸