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Table 4 Satisfaction scores in the control and experimental groups

From: Improving outpatient satisfaction by extending expected waiting time

Conditions a

Control group

Experimental group

Case

Score

Case

Score

T0 = 1.5 h (T1 = 2.5 h) and Ta = 1.0 h

41

76.5 ± 19.9 b

37

80.9 ± 15.6 b

T0 = 1.5 h (T1 = 2.5 h) and Ta = 2.0 h

40

50.1 ± 22.7

44

66.7 ± 19.9 c

T0 = 1.5 h (T1 = 2.5 h) and Ta = 3.0 h

38

38.0 ± 22.7

33

41.9 ± 22.7

  1. T0, expected waiting time (EWT) before unfavorable information (UI) was given; T1, EWT after UI was given; Ta, actual waiting time
  2. aEWT was prolonged 1.0 h by UI in the experimental group (T1 = 2.5 h)
  3. bData normality was tested by the Kolmogorov-Smirnov test, P > 0.05, by the Shapiro-Wilk test, P < 0.05
  4. cScores in the control group vs. scores in the experimental group, P < 0.05
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BMC Health Services Research

ISSN: 1472-6963

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