Patient SatisfactionNCT07416175
Reducing Waiting Time for Vision Refraction Services
A study testing VRR service optimization in people with Patient Satisfaction and Waiting Times, Patient Pathways, Effect of Lifestyle-related, Clinical and Demographic Parameters on Outcomes, run by Seva Canada Society.
Trial summary
The Out-Patient Departments (OPD) is often the first point of contact for patients seeking healthcare services and involves the coordination of both administrative and clinical processes. High patient volume and inefficient patient flow can result in prolonged waiting time, contributing to patient dissatisfaction. Read more about this study
- Who is it for?
- Ages 19 years and older
- Conditions the study is for
- Patient Satisfaction, Waiting Times, Patient Pathways, Effect of Lifestyle-related, Clinical and Demographic Parameters on Outcomes
- What is being tested?
- VRR service optimization
- Could I receive a placebo?
- No, everyone receives an active treatment
- How many people
- 350 participants
- Where
- No sites listed yet
- Study dates
- Jun 2026to Dec 2026
- Phase
- Interventional
- Are there results?
- Not yet: the study is under way
Key requirements
Who can take part, as listed by the sponsor. Only the study team can confirm whether you are eligible, so take this list to your doctor.
- Ages 19 years and older
- All sexes
- No healthy volunteers
- Adult, Older adult
Who may be able to join
None listed.
Who cannot join
- -
Trial locations and contacts
No sites are listed yet. Contact the study team or a site near you to ask about taking part.
About this study
Official title: Reducing Waiting Time for Vision Refraction Services in an Eye Care OPD: an Operational Research Study
The Out-Patient Departments (OPD) is often the first point of contact for patients seeking healthcare services and involves the coordination of both administrative and clinical processes. High patient volume and inefficient patient flow can result in prolonged waiting time, contributing to patient dissatisfaction. We performed a root cause analysis (RCA) through group interviews with OPD patients visiting Geta Eye Hospital, Nepal to understand the factors contributing to dissatisfaction towards OPD waiting time. In addition, patient flow through OPD service points was mapped, time-in, time-out and waiting time across OPD rooms was recorded to identify operational bottlenecks for intervention.
The Vision Refraction room (VRR) emerged as key contributor to prolonged waiting time. This operational research study aims to determine the reasons for delay in the VRR and develop strategies to reduce the mean waiting time and improve patient satisfaction with waiting time. This study will be conducted over a 6-8 month period using a two-phase before and after intervention design. Phase 1 will establish baseline waiting time and patient satisfaction, and identify operational challenges. Based on these findings, context-specific interventions will be developed and implemented in Phase 2, and waiting time and patient satisfaction will be reassessed.
Read the detailed description
The demand for quality medical services is growing globally, particularly in developing nations such as Nepal, (Kruk ME, 2018; Sharma J,2024). Patient satisfaction has emerged as a key indicator of service quality, reflecting how effectively health institutions meet patients' expectations and experiences (Khamis \& Njau, 2014). A cross-sectional study conducted to assess patient satisfaction with care services, examined the impact of different dimensions on overall satisfaction and found that accessibility and technical quality were most strongly associated with the overall satisfaction (Ziaei H, 2011). New patients often arrive with heightened anxiety, limited health literacy, and logistical challenges and need proper care in the waiting area including lower waiting time. For new patients, these factors take on greater weight because they lack familiarity with the hospital layout, staff routines, and treatment pathways.
Geta eye Hospital provides comprehensive eye care services to the catchment area and also to patients who visit from across the border in India. It was unanimously agreed by the Institutional Operational Research Capacity Building (I-ORCB) team that prolonged OPD waiting time for patients was a concern that needed to be addressed. A group discussion was conducted separately between Nepalese patients and Indian patients to identify the most problematic areas in the OPD. Approximately 8-10 patients participated in each group discussion. In addition, a patient flow chart recorded the time in and time out from each unit of the OPD over a period of 2 weeks. Both the patient flow analysis and groups discussions identified prolonged waiting time in the Vision Refraction Room (VRR) of the OPD as the primary source of dissatisfaction in the OPD.
This operational research project will be conducted in two phases over a period of 8 months:
Phase 1: Baseline assessment The first phase will determine the mean waiting time for vision refraction services, assess patient satisfaction, and explore the reasons for dissatisfaction related to waiting time.
Measurement of waiting time: a structured time tracking chart will be used to record the time of arrival at the VRR waiting area (W1) to the time at which vision refraction services begin (W2). Waiting time will be calculated in minutes as the difference between W1 and W2.
Assessment of patient satisfaction: A patient satisfaction questionnaire will be administered to patients awaiting VR services.
The mean waiting time and patient satisfaction scores obtained during Phase 1 will serve as baseline measures for comparison in Phase 2.
Identification of causes of delay: Patient feedback from the satisfaction questionnaire along with observational findings will identify operational, staffing, workflow or system-related factors contributing to prolonged waiting time in the VRR.
Phase 2: Intervention and Evaluation Development of Intervention: Based on the causes for delay identified in Phase 1, context-specific, evidence-informed interventions will be developed in consultation with OPD staff and hospital management. These may include: workflow reorganization within the VRR, redistribution of staff or staff duties, schedule or queue management and task shifting. The agreed upon interventions will be implemented over a 2-month period. The VRR staff will be oriented to the changes to ensure consistent implementation.
Evaluation: Following implementation of intervention, the waiting time and patient satisfaction will be reassessed and compared with baseline.
- Conditions
- Patient Satisfaction, Waiting Times, Patient Pathways, Effect of Lifestyle-related, Clinical and Demographic Parameters on Outcomes
- Being tested
- VRR service optimization
- Keywords
- Waiting time, Patient satisfaction, Operational research, Quality improvement
- Medical subject headings
- Patient Satisfaction
What participants receive
What participants receive. In a randomised study each person is assigned to one group by chance.
VRR service optimizationOther
Evidence informed operational strategies, as identified in Phase 1, will be implemented, including workflow reorganization, schedule or queue management and task shifting.
| Study group | Role | What they receive |
|---|---|---|
| VRR service optimization arm | Experimental | Not described Receives: Other: VRR service optimization |
What is being measured
The primary outcome is the main question the study is designed to answer.
Reduction in OPD waiting time
Measured: 6 months
Secondary outcomes (1)
Improved OPD patient satisfaction scores
Measured: 6 months
Timeline
From the start of the study to its completion; the mark is today. Estimated dates are the sponsor’s plan.
- First posted18 Feb 2026
- Study startJun 2026 (estimated)
- Primary completionOct 2026 (estimated)
- Study completionDec 2026 (estimated)
Resources
- Official record on ClinicalTrials.govThe registry entry this page is built from, with its full change history.
- Other trials for Patient SatisfactionStudies of the same condition, open and under way.
- What the trial phases meanHow a treatment moves from first tests in people to approval.
More details
For doctors and researchers: how the study is designed, who runs it, and its registry IDs.
Study design
- Study type
- Interventional
- Phase
- Phase N/A
- Primary purpose
- Health services research
- Allocation
- Not applicable
- Intervention model
- Single group
- Masking
- None (open label)
- Enrolment
- 350 participants (estimated)
Sponsor and investigators
- Lead sponsor
- Seva Canada Society
- Sponsor type
- University, hospital or other
- Collaborators
- Geta Eye Hospital, Pragyaan Sustainable Health Outcomes Foundation
- Responsible party
- Sponsor
IDs, dates and publications
- ClinicalTrials.gov ID
- NCT07416175
- Sponsor's protocol ID
- GETA/ORCB/1/20251222
- Status last verified
- Apr 2026
- First submitted
- 11 Feb 2026
- Last updated
- 30 Apr 2026
- Results posted
- No
- FDA-regulated drug
- No
- FDA-regulated device
- No
- Individual data sharing
- No
Study at a glance
From the registry record, last updated by the sponsor on 30 Apr 2026. Recruitment status is as the sponsor reported it: confirm with the study team.
- Official title
- Reducing Waiting Time for Vision Refraction Services in an Eye Care OPD: an Operational Research Study
- ClinicalTrials.gov ID
- NCT07416175
- Acronym / sponsor ID
- GETA/ORCB/1/20251222
- Conditions
- Patient Satisfaction, Waiting Times, Patient Pathways, Effect of Lifestyle-related, Clinical and Demographic Parameters on Outcomes
- Keywords
- Waiting time, Patient satisfaction, Operational research, Quality improvement
- Study type
- Interventional
- Recruitment status
- Not yet recruiting
- Enrolment
- 350 participants (estimated)
- Lead sponsor
- Seva Canada SocietyUniversity, hospital or other
- Collaborators
- Geta Eye Hospital, Pragyaan Sustainable Health Outcomes Foundation
- Study start
- Jun 2026 (estimated)
- Primary completion
- Oct 2026 (estimated)
- Study completion
- Dec 2026 (estimated)
- First posted
- 18 Feb 2026 (actual)
- Results
- Not posted in the source record
Clinical summary
The research question as the sponsor registered it. This describes what the study plans to test, not what it found.
The Out-Patient Departments (OPD) is often the first point of contact for patients seeking healthcare services and involves the coordination of both administrative and clinical processes. High patient volume and inefficient patient flow can result in prolonged waiting time, contributing to patient dissatisfaction. We performed a root cause analysis (RCA) through group interviews with OPD patients visiting Geta Eye Hospital, Nepal to understand the factors contributing to dissatisfaction towards OPD waiting time. In addition, patient flow through OPD service points was mapped, time-in, time-out and waiting time across OPD rooms was recorded to identify operational bottlenecks for intervention.
The Vision Refraction room (VRR) emerged as key contributor to prolonged waiting time. This operational research study aims to determine the reasons for delay in the VRR and develop strategies to reduce the mean waiting time and improve patient satisfaction with waiting time. This study will be conducted over a 6-8 month period using a two-phase before and after intervention design. Phase 1 will establish baseline waiting time and patient satisfaction, and identify operational challenges. Based on these findings, context-specific interventions will be developed and implemented in Phase 2, and waiting time and patient satisfaction will be reassessed.
Detailed description
The demand for quality medical services is growing globally, particularly in developing nations such as Nepal, (Kruk ME, 2018; Sharma J,2024). Patient satisfaction has emerged as a key indicator of service quality, reflecting how effectively health institutions meet patients' expectations and experiences (Khamis \& Njau, 2014). A cross-sectional study conducted to assess patient satisfaction with care services, examined the impact of different dimensions on overall satisfaction and found that accessibility and technical quality were most strongly associated with the overall satisfaction (Ziaei H, 2011). New patients often arrive with heightened anxiety, limited health literacy, and logistical challenges and need proper care in the waiting area including lower waiting time. For new patients, these factors take on greater weight because they lack familiarity with the hospital layout, staff routines, and treatment pathways.
Geta eye Hospital provides comprehensive eye care services to the catchment area and also to patients who visit from across the border in India. It was unanimously agreed by the Institutional Operational Research Capacity Building (I-ORCB) team that prolonged OPD waiting time for patients was a concern that needed to be addressed. A group discussion was conducted separately between Nepalese patients and Indian patients to identify the most problematic areas in the OPD. Approximately 8-10 patients participated in each group discussion. In addition, a patient flow chart recorded the time in and time out from each unit of the OPD over a period of 2 weeks. Both the patient flow analysis and groups discussions identified prolonged waiting time in the Vision Refraction Room (VRR) of the OPD as the primary source of dissatisfaction in the OPD.
This operational research project will be conducted in two phases over a period of 8 months:
Phase 1: Baseline assessment The first phase will determine the mean waiting time for vision refraction services, assess patient satisfaction, and explore the reasons for dissatisfaction related to waiting time.
Measurement of waiting time: a structured time tracking chart will be used to record the time of arrival at the VRR waiting area (W1) to the time at which vision refraction services begin (W2). Waiting time will be calculated in minutes as the difference between W1 and W2.
Assessment of patient satisfaction: A patient satisfaction questionnaire will be administered to patients awaiting VR services.
The mean waiting time and patient satisfaction scores obtained during Phase 1 will serve as baseline measures for comparison in Phase 2.
Identification of causes of delay: Patient feedback from the satisfaction questionnaire along with observational findings will identify operational, staffing, workflow or system-related factors contributing to prolonged waiting time in the VRR.
Phase 2: Intervention and Evaluation Development of Intervention: Based on the causes for delay identified in Phase 1, context-specific, evidence-informed interventions will be developed in consultation with OPD staff and hospital management. These may include: workflow reorganization within the VRR, redistribution of staff or staff duties, schedule or queue management and task shifting. The agreed upon interventions will be implemented over a 2-month period. The VRR staff will be oriented to the changes to ensure consistent implementation.
Evaluation: Following implementation of intervention, the waiting time and patient satisfaction will be reassessed and compared with baseline.
Study design
- Primary purpose
- Health services research
- Allocation
- Not applicable
- Intervention model
- Single group
- Masking
- None (open label)
- Number of arms
- 1
| Arm | Type | Receives |
|---|---|---|
| VRR service optimization arm | Experimental | Other: VRR service optimization |
Who may qualify
- Ages
- 19 years and older
- Sex
- All
- Healthy volunteers
- Not accepted
- Age groups
- Adult, Older adult
Key inclusion criteria (0 listed)
Key exclusion criteria (1 listed)
- -
Eligibility is decided by the study team after screening; this overview does not establish that a patient qualifies. Full inclusion and exclusion criteria.
Interventions
| Intervention | Type | Arms |
|---|---|---|
| VRR service optimizationEvidence informed operational strategies, as identified in Phase 1, will be implemented, including workflow reorganization, schedule or queue management and task shifting. | Other | VRR service optimization arm |
Primary outcome
Reduction in OPD waiting time
Time frame: 6 months
1 secondary outcome
Improved OPD patient satisfaction scores
Time frame: 6 months
Results and safety
This study is still under way. Results are not available in the source record yet.
Research links
- Official record on ClinicalTrials.govLast updated by the sponsor 30 Apr 2026.
- Individual participant dataSharing planned: No
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Referral and contact
AzTrials does not enrol participants or take referrals. Contact the study team or a site listed below; they decide who can take part.
Questions about this trial
What is this clinical trial studying?
A study testing VRR service optimization in people with Patient Satisfaction and Waiting Times, Patient Pathways, Effect of Lifestyle-related, Clinical and Demographic Parameters on Outcomes, run by Seva Canada Society.
The full registered description is in the About this study section and the official record.
Who may be eligible to take part?
The sponsor lists 0 inclusion and 1 exclusion criteria. Eligibility is decided by the study team after screening, so read the full criteria and contact a listed site.
Is this clinical trial currently recruiting?
The record says: opening soon, as of the sponsor's last update on 30 Apr 2026. Status can change between updates, so confirm with the study contact before making plans.
What are the possible benefits and risks?
They depend on the study and the treatment, and no study can promise a benefit. The study team explains the known risks during informed consent, before anyone joins; the record itself does not list them.
Are results available for this study?
This study is still under way. Results are not available in the source record yet.
How can a doctor refer a patient or contact the research team?
Contact Mr. Suresh Awasthi (+977 9841439638, suresh.getaeye@gmail.com), or a site near the patient. AzTrials does not enrol participants or take referrals.
What does the primary outcome measure?
Reduction in OPD waiting time (time frame: 6 months). It is what the study was designed to measure, not a finding.
Where can I read the original study information?
Does a listing mean the treatment is approved or proven to work?
No. A listing means the study is registered. It does not show that the treatment is safe, works, or is approved by a regulator.
How often is this information updated?
AzTrials copies changed records from ClinicalTrials.gov every night and reloads the whole registry every week. The sponsor last updated this record on 30 Apr 2026.