أثر تطبيق نظرية طابور الانتظار على تحقيق رضا المريض بالمؤسسة الاستشفائية المتخصصة في أمراض النساء والتوليد وطب الأطفال وجراحة الأطفال بسكرة –الشهيد قرقب عمار بن عمروس

Abstract

The phenomenon of waiting queues and patient dissatisfaction is one of the biggest problems health institutions suffer from, especially those specializing in obstetrics and gynecology. Most of the time, the number of pregnant women and mothers exceeds the absorptive capacity of the institution, which leads to the formation of queues at some service centers; this negatively affects the patient's satisfaction and the emergence of feelings of dissatisfaction with the time taken to wait for the service. The aim of this study is to find out the points of patient dissatisfaction and address them through the waiting queue theory because it is the best statistical method for treating congestion centers in the health institution. To achieve this aim, data collection was relied on interview, observation, and questionnaire in the exploratory and basic stages. where 200 questionnaires were distributed to patients in both the risky pregnancy ward and the pre-and postpartum ward at the hospital institution specialized in obstetrics and gynecology, pediatrics and pediatric surgery in the state of Biskra – AShehid Qarqab Ammar ben Amrous - And measuring the parameters of the waiting queue in each of the emergency ward and the risky pregnancy ward in the same institution. The study found that most patients are not satisfied with the waiting time in each congestion center, and when using the queue theory, the waiting time can be reduced to less than half an hour, improving the service time, as well as reducing overcrowding and improving absorptive capacity, which positively affects patient satisfaction