Skip to main content
Investigating the Critical Factors Affected Patient Waiting Time Using Six-sigma Method
2015 Healthcare Systems Process Improvement Conference (2015)
  • Mohammadsadegh Mobin
  • Afshan Roshani
  • Shi Wanying, Western New England University
  • Mohammad Ali Abedini
Customer satisfaction is an important measure of service quality in healthcare organizations. Waiting time is one of the factors affected customer satisfactions from offered service quality. Long waits at different clinics in any hospital obstruct primary care delivery, imposing time and costs on patients, deterring appropriate utilization and causing patient dissatisfaction. In this study, Six-Sigma model in four stages is employed in an Iranian hospital in order to identify the critical causes influencing waiting times. Data are collected from different clinics by interviewing and filling the checklists using a stopwatch method. The data recorded in each clinic include: waiting time spent by the patient, the number of doctors, and the number of patients seen in each clinic. Furthermore, the most important processes from the point of arrival of the patient up to his exit in the hospital are identified. The results show that current waiting times are often unacceptable and place great stress on clinic staff and patients. The first three causes of long waiting time from health care providers’ and receivers’ points of view are identified. The suggestions are offered and implemented in all clinics. The customers’ satisfaction increment proved the effectiveness of improved procedures.
  • Six-Sigma,
  • Patient Waiting Time,
  • Critical Factors
Publication Date
Spring February 19, 2015
Citation Information
Mohammadsadegh Mobin, Afshan Roshani, Shi Wanying and Mohammad Ali Abedini. "Investigating the Critical Factors Affected Patient Waiting Time Using Six-sigma Method" 2015 Healthcare Systems Process Improvement Conference (2015)
Available at: