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Improving Wait Times in Primary Care Using the Dartmouth Microsystem Improvement Curriculum

Malloy, Christine DNP, MS, MSN, RN; Little, Barbara Battin DNP, MPH, RN, APHN-BC, CNE; Michael, Melanie DNP, MS, FNP-C, CPHQ

doi: 10.1097/NCQ.0b013e31827e7aec

Wait times for medical care are a major factor in patient satisfaction with health care. The Dartmouth Microsystem Improvement Curriculum and Plan-Do-Study-Act improvement method were used to address patient dissatisfaction with wait times among patients receiving primary care in a Federally Qualified Health Center. Wait time data were collected for 406 patient visits during the pretest phase and 397 visits during the posttest phase. Improvements in patient satisfaction with waiting room wait time (P = .023) and examination room wait time (P = .009) were achieved.

The Malloy Group LLC, Venice (Dr Malloy); The Florida State University, Tallahassee (Dr Little); and The University of South Florida, Tampa (Dr Michael), Florida.

Correspondence: Christine Malloy, DNP, MS, MSN, RN, The Malloy Group LLC, 2417 Hermitage Blvd, Venice, FL 34292 (

The authors thank Laurie LaRusso, MS, ELS, for editorial guidance and assistance.

The authors declare no conflicts of interest. The researcher received no funding for this project. The Federally Qualified Health Center provided the forms and patient satisfaction survey copies for the project.

Accepted for publication: November 16, 2012

Published online before print: December 18, 2012

© 2013 Wolters Kluwer Health | Lippincott Williams & Wilkins