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 |