Influence of Patient Characteristics and Health System Factors on Performance of Electronic Queue Management Systems Among Outpatients in Radiant Group of Hospitals, Nairobi City County, Kenya
DOI:
https://doi.org/10.53819/81018102t5375Abstract
The purpose of this study was to examine how patient characteristics and health system factors influence the performance of the electronic queue management system among outpatients in radiant group of hospitals, Nairobi City County, Kenya. There is a rise in the number of hospitals adopting a queue management system in order to improve the movement of patients within the facility. Employing a cross-sectional design with stratified sampling, the study collected data from 335 outpatients and conducted key informant interviews with hospital staff. The research was theoretically grounded in Queue Management Theory and the Technology Acceptance Model. Regarding patient characteristics, the analysis revealed significant associations between EQMS performance and age (OR=1.963, p=0.027), with patients aged 60+ reporting 96% higher satisfaction due to reduced physical queuing demands. Education level showed an inverse relationship with system challenges (OR=0.805, p=0.041), indicating that patients with higher education experienced fewer difficulties navigating the system. Employment status also demonstrated significance (OR=1.104, p=0.019), with employed patients reporting better experiences, likely due to greater technology familiarity. For health system factors, staff communication emerged as the strongest predictor (OR=2.220, p=0.025), where clear queue status updates reduced perceived wait times by 122%. Staff engagement (OR=1.633, p=0.046) and responsiveness (OR=0.983, p=0.003) were equally vital, explaining 63% and 98% of variance in satisfaction scores respectively. Environmental factors proved equally crucial, with clear signage (OR=3.145, p=0.041) and cleanliness (OR=3.271, p=0.001) increasing the likelihood of positive experiences by 214% and 227% respectively. Qualitative data highlighted specific challenges for non-English speakers and patients with disabilities. The study concludes that patient characteristics including age, education level, employment status, and trust levels significantly influence Electronic Queue Management System performance among outpatients at Radiant Group of Hospitals, with health system factors such as staff communication, environmental conditions, and organizational support playing equally critical roles in determining system effectiveness. The study recommends that healthcare facilities implement multilingual interface enhancements, staff training programs focused on communication and patient engagement, environmental modifications including improved signage and seating, and accessibility features for special needs populations to ensure comprehensive and equitable electronic queue management system performance.
Keywords: Electronic Queue Management System, Patient characteristics, Health system factors, Outpatient services, Healthcare quality
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