Completion Date

Spring 2020

Document Type


Degree Name

Master of Science (MS)

Program or Discipline Name

Healthcare Informatics

First Advisor

Glenn Mitchell


Waiting time is a significant component of patient satisfaction. Patient satisfaction is an increasingly important parameter in assessing the quality of care. Understanding the most important factors impacting overall satisfaction can help health care administrators and providers improve patient care. Numerous studies showed that there is a strong and negative relationship between wait times and patient satisfaction at ambulatory clinics, orthopedic clinics, endocrinology clinics or emergency rooms. However, patient satisfaction at infusion centers and dialysis centers has not been widely studied. This study aimed to investigate relationships between perceived waiting times, perception of care and environment and patient satisfaction at Geisinger Infusion Center and Davita Dialysis Centers in Philadelphia. The results from our data analysis will help us gain clarity into factors that affect patient satisfaction to recommend strategies to improve patient satisfaction and healthcare outcomes.



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.