The online appointment system at the university health centre was intro-duced by the University of Technology (UTech), Jamaica management in 2014. The purpose of this study was to determine the users’ views of the online appointment system, as well as their views about the services offered at the university health centre. To achieve this purpose, a descriptive research design was used to answer three research questions. The con-venience sampling method was used to select 50 participants (30 students & 20 university staff members), who visited and used the health centre services. A questionnaire with an internal consistency of 0.87 was used to collect data from the participants who gave their consent. The findings showed that a majority of those who used the online appointment system were satisfied. The general view of the users about the health services provided at the health centre was positive. The results of the Fisher Exact test showed that there were differences in the views of the students and the staff in their responses to two items that measured the services provided by the doctors, and the access to the different services. Recommendations were made on how to improve the online appointment system as it relates to timing, and quality of services provided.
Cite this paper
Onyefulu, C. , Gyles, M. P. and Meade, L. (2018). Users’ Views on the Online Appointment System and Services Rendered at the Health Centre of the University of Technology, Jamaica. Open Access Library Journal, 5, e4903. doi: http://dx.doi.org/10.4236/oalib.1104903.
Mahdavi, M., Parsaeian, M., Jaafarpooyan, E. and Ghaffari, S. (2018) Recent Iranian Health System Reform: An Operational Perspective to Improve Health Services Quality. International Journal of Health Policy Management, 7, 70-74. https://doi.org/10.15171/ijhpm.2017.89
Cayirili, T., Yany, K.K. and Quek, S.A. (2012) A Universal Appointment Rule in the Presence of No-Shows and Walk-Ins. Production and Operations Management, 21, 682-697. https://doi.org/10.1111/j.1937-5956.2011.01297.x
Pare, G., Trudel, M.C. and Forget, P. (2014) Adoption, Use, and Impact of e-Booking in Private Medical Practices: Mixed-Methods Evaluation of a Two-Year Showcase Project in Canada. JMIR Medical Informatics, 2, e24. https://doi.org/10.2196/medinform.3669
Cao, W., Wan, Y., Tu, H., Shang, F., Liu, D., Tan, Z., Sun, C., Ye, Q. and Xu, Y. (2011) A Web-Based Appointment System to Reduce Waiting for Patients: A Retrospective Study. BMC Health Services Research, 11, 318. https://doi.org/10.1186/1472-6963-11-318
Ellingsen, G. and Obstfelder, A. (2006) Collective Expectations-Individual Action Implementing Electronic Booking Systems in Norwegian Health Care. International Medical Informatics, 76, 104-112. https://doi.org/10.1016/j.ijmedinf.2006.05.029
Irin Sherly, I., Mahalakshi, A., Menaka, D. and Sujatha, R. (2016) Online Appointment Reservation and Scheduling for Healthcare: A Detailed Study. International Journal of Innovative Research in Computer & Communication Engineering, 4, 2053-2059.
Zhang, M., Zhang, C., Sun, Q., Cai, Q., Yang, H. and Zhang, Y. (2014) Questionnaire Survey about Use of an Online Appointment Booking System in One Large Tertiary Public Hospital Outpatient Service Center in China. BMC Medical Informatics and Decision Making, 14.
Sadjadian, A., Kaviani, A., Yunesian, M. and Montazeri, A. (2004) Patients Satisfaction: A Descriptive Study of a Breast Care Clinic in Iran. European Journal of Cancer Care, 12, 163-168. https://doi.org/10.1111/j.1365-2354.2004.00459.x
Panda, P. S., Sinha, A. K. and Soni G. P. (2018) Level of Satisfaction of Patients Attending Out-Patient Department of Radiotherapy Department of a Tertiary Hospital in Raipur, Chhattisgarh, India. International Journal of Research in Medical Sciences, 6, 922-927. https://doi.org/10.18203/2320-6012.ijrms20180616
Arhad, S., Andrabi, H., Hamid, S. and Masooda, S. (2012) Measuring Patient Satisfaction: A Cross-Sectional Study to Improve Quality Care at a Tertiary Care Hospital. East African Journal of Public Health, 9, 26-28.
Al-Refaie, A. (2011) A Structural Model to Investigate Factors Affecting Patient Satisfaction and Revisit Intention in Jordanian Hospitals. International Journal of Artificial Life Research, 2, 43-56. https://doi.org/10.4018/jalr.2011100105
Fletcher, P.C., Bryden, P.J., Schneider, M.A., Dawson, K.A. and Vandermeer, A. (2007) Health Issues & Service Utilization of University Students: Experiences, Practices, and Perceptions of Students, Staff and Faculty. College Student Journal, 41, 482-493.
Lucas, R., Lunet, N. and Carvalho, R. (2007) Patterns in the Use of Medicine by University Students in Maputo, Mozambique. Cadernos de Saúde Pública, 23, 2845-2852. https://doi.org/10.1590/S0102-311X2007001200005
El-Gilany, A.H., El-Masry, R. and Badawy, K. (2014) Students’ Utilization of Health Services: A Hospital-Based Study in Mansoura University, Egypt. European Journal of General Medicine, 11, 221-229. https://doi.org/10.15197/sabad.1.11.76
Wright, W.A., Gorman, J.M., Odorzynski, M., Peterson, M.J. and Clayton, C. (2016) Integrated Pharmacies at Community Mental Health Centers: Medication Adherence and Outcomes. Journal of Managed Care & Specialty Pharmacy, 22, 1330- 1336. https://www.jmcp.org/doi/pdf/10.18553/jmcp.2016.16004 https://doi.org/10.18553/jmcp.2016.16004
Braddock, C.H. and Snyder, L. (2005) The Doctor Will See You Shortly: The Ethical Significance of Time for the Patient-Physician Relationship. Journal of General Internal Medicine, 20, 1057-1062. https://doi.org/10.1111/j.1525-1497.2005.00217.x