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Table 6 Customer complaints and waiting time for various services

From: Health services in Trinidad: throughput, throughput challenges, and the impact of a throughput intervention on overcrowding in a public health institution

Domain

Variable

Actual

International Benchmark

Customer complaints (percentage of total number of complaints)-from CFARa

Customer complaints feedback

30.4% (delay in obtaining results), 10.4% (staff attitude), 16.3% (misplaced files), 21.5% (delay in getting appointments for ECHO and Stress tests)

Prompt response

25.2% (wait time for outpatient clinic), 8.9% (equipment problems)

No or insignificant delay

Waiting time

Waiting time for emergency

Unpredictable (hours, sometimes > 12 h)

24% wait 4 h in emergency room (Canada)

Waiting time for inpatient services (radiology, lab reports, and medication)

Hours, days, or weeks

Prompt, within hours.

Waiting time for reports

Weeks, months, or years

No significant time to wait for reports

Waiting time for operations

Months to years

Prompt to Months

Waiting time for clinic appointments or specialist treatment

Months to years

Weeks to months

  1. Source: Generated by the author
  2. aCFAR – Client Feedback Annual Report; October 1, 2015 – September 30, 2016