Bibliography

99% Invisible (2019) Wait Wait…Tell Me! https://99percentinvisible.org/episode/waitwait-tell-me Asia News Network. (2018) Admired Shinkansen cleaning crews add touch of summer. http://www.asianews. eu/content/admired-shinkansen-cleaning-crews-add-touchsummer-76869 Agency for Healthcare Research and Quality. (2019). CAHPS Clinician & Group Survey. https://www.ahrq.gov/cahps/surveys-guidance/cg/index.html Antonovsky, A. (1979). Health, stress, and coping. Buell, R. (2019) Operational Transparency. Harvard Business Review, March–April 2019 102–113. https://hbr. org/2019/03/operational-transparency Building Better Healthcare. (2011). CASE STUDY: Waiting for a solution: How a new management solution has helped GP practices in north Yorkshire. https://www. buildingbetterhealthcare.com/news/article_page/CASE_STUDY_Waiting_for_a_ solution_How_a_new_management_solution_has_helped_ GP_practices_in_north_ Yorkshire/72317 Caggiano, N. M., Fegley, M. W., & Matullo, K. S. (2015). Patients’ preferences regarding the delivery of health care in a hand surgical practice. Hand, 10(4), 785-788. Camacho, F., Anderson, R., Safrit, A., Jones, A. S., & Hoffmann, P. (2006). The relationship between patient’s perceived waiting time and office-based practice satisfaction. NC Med J, 67(6), 409- 413. Chu, H., Westbrook, R. A., Njue-Marendes, S., Giordano, T. P., & Dang, B. N. (2019). The psychology of the wait time experience–what clinics can do to manage the waiting experience for patients: a longitudi nal, qualitative study. BMC health services research, 19(1), 459. This research report investigates the relationship between patients waiting experience and how this impacts the overall patient care experience. This study finds through their own research and in general literature that there is not a clear correlation between the length of the wait time and the patients experience of care as one might expect. Instead, the biggest

influencer on the patients experience and willingness to wait is clear communication regarding delays and wait times. While this article adds another useful study to the body of literature already on this topic, it is a narrow sample size of two HIV primary care clinics in Houston, Texas. It would have been great to see comparisons of similar tests done in other countries or at the very least different states. The clear and concise listing of the key steps that a HIV clinic or provider can make to improve a patient waiting experience is a great first step in my own research regarding the waiting experience for patients in GP. Similarly to my area of study, there is a general understating in the patience community that there will be delays, but the way in which these are communicated and acknowledged by the clinics can be easily applied to a GP setting.

Clapton, G. (2016). The GP waiting room under examination. The British Journal of General Practice, 66(646), 260. This very short article from the British Journal of General Practice discusses, through photos of ‘unloved waiting rooms. how the physical appearance of a waiting room can either increase a patients anxiety or prepare the patient for an appointment by calming them. After writing a list of what makes the spaces ‘unloved’ it explores waiting rooms to pay more attention to the spaces patents enter. Even though this article is in a reputable medical journal, it is very short and does not back up any of its findings with references to studies or research, and most of the comments are subjective or intuitive to the writer. This article is relevant to my research because it suggests the impact the waiting room environment can have on a patient’s mental clarity and ability to have a productive exchange with their GP. The reduced stress levels enable a patient to bring up everything they need to, and remember to ask all of the questions they may have. And by extension, any kind of stress reductions in the waiting room experience would have a similar outcome I would just

need to dig a bit deeper to find some research to back up the claims made.

Farman, J. (2018). Delayed response: The art of waiting from the ancient to the instant world. Yale University Press. Fast Company. (2019) Uber Eats is going to stop gaslighting you with confusing design. https://www.fastcom pany.com/90331468/uber-eats-is-going-to-stop-gaslightingyou-with- confusing-design IFTTT. (2017) Pizza party! Domino’s is on IFTTT. https://ifttt.com/discover/pizza-partydominos-is-on-ifttt Japan Today. (2014). Shinkansen cleaning crew have just 7 minutes to get train ready. https://japantoday.com/ category/features/lifestyle/shinkansen-cleaning-crew-havejust-7-minutes-to-get-train-ready Knight, A. W., Padgett, J., George, B., & Datoo, M. R. (2005). Reduced waiting times for the GP: two examples of “advanced access” in Australia. Medical Journal of Australia, 183(2), 101-103. This article looks at how the principles of advanced access work in two general practices case studies to assess the feasibility of in Australia. “Advanced access” is a set of change principles for improved scheduling in office-based health care, widely applied in the United States and in the United Kingdom. They found that in the two cases studied that advanced access improved workplaces conditions, timely patient access to appointments and the increased manageability for staff. It also lowered the amount of DNA’s (did not attends) and as a result increased the practices income. There is a clearly small sample size with only 2 general practices studies, but as the findings in these two cases are aligned with case reports carried out overseas. The report itself does highlight the lack of rigorous evaluation of advances accesses. Even in these two case studies the only objective data are DNA’s and estimates of the practices income, all other markers for success are through subjective reports. This is a great example of a systems design that improves the functionality of the booking system which lowers the stress levels for both the staff and patients. It also provides are more in depth understanding of the booking systems and some of the things that can go wrong.

McCormack, M. (2013). How to Treat Patient Wait-Time Woes Industry View. https:// www.softwareadvice. com/resources/how-to-treat-patient-wait-time-woes/ This article makes suggestions for ways in which medical practices can use to minimised patient frustrations regarding wait times based on a survey of 5003 patients in the US. Their survey shows that while it is clear that wait times make the majority of patients frustrated, 97% in fact, 80% would have this frustration minimised if they had some idea of what the wait time would be in advance. What this article also finds is that even though they found that 45% of patients interviewed wait less than 15 minutes, they are still frustrated by this relatively short waiting time. While it is useful to get a patients opinion of what they would think or do in a particular situation it may not be entirely consistent with how the patient actually reacts when faced with the experiences first hand. This report is extremely useful for my area of enquiry as it directly asks questions about ways in which the waiting experience could be improved such as having a T2 in the waiting room or being told the wait time in advance.

Mittelmark, M. B., Sagy, S., Eriksson, M., Bauer, G. F., Pelikan, J. M., Lindström, B., & Espnes, G. A. (2017). The handbook of salutogenesis. National Health Service. (2018). GP Patient Survey. https://gp- patient.co.uk/Files/ Questionnaire2018.pdf Sherwin, H. N., McKeown, M., Evans, M. F., & Bhattacharyya, O. K. (2013). The waiting room “wait”: From annoyance to opportunity. Canadian Family Physician, 59(5), 479-481. This article tries to shifts the waiting room from an often neglected space to a space for intervention and opportunity. It explains that patients feeling towards their physician are directly related to the impression of their time in the waiting room, and that lower patient satisfaction is linked to longer with longer wait times; but if they are occupied in that time their impressions improve. The article then goes onto to recommend 5 interventions that general practices can use to improve the patients waiting room experience. (1) Validated questionnaires, (2) Question prompt sheet or coaching, (3) Patient education material, (4)

Decision aids, (5) waiting room manager. All the intervention suggestions that are made are largely information based but very little discussion on the best way to present the information without overwhelming the patient, especially if all the recommended interventions are implemented. The only suggested is to employ a waiting room manager, and in many smaller practices this may not be a financial option. This article presents some great and well researched suggestions for how to improve the waiting room experience which is exactly my field of enquiry. Some great studies are also referenced which would be useful for further reading and research.

Teunis, T., Thornton, E. R., Jayakumar, P., & Ring, D. (2015). Time seeing a hand surgeon is not associated with patient satisfaction. Clinical Orthopaedics and Related Research®, 473(7), 2362-2368.