Patients’ Experience of Waiting Time for CT Scan Examination at the Radiology Unit of Tk. II Pelamonia Hospital, Makassar

Abstract

Waiting time is a key indicator of healthcare service quality, particularly in radiology units where CT scans are in high demand. Prolonged waiting not only delays diagnosis and treatment but also contributes to patient dissatisfaction, anxiety, and negative perceptions of hospital performance. This study aims to explore patients’ experiences of waiting time for CT scan examinations at the Radiology Unit of Tk. II Pelamonia Hospital, Makassar. Using a qualitative design with a phenomenological approach, data were collected through in-depth semi-structured interviews with 8–12 patients who had undergone CT scans. Thematic analysis was employed to identify emerging themes related to patients’ perceptions, emotions, coping strategies, and expectations. The findings revealed that most patients perceived the waiting time as excessively long, often exceeding one hour, and associated it with physical discomfort, stress, and disruption of personal activities. Emotional responses varied, with many experiencing anxiety due to medical uncertainty, while others expressed acceptance influenced by cultural and religious values. Coping mechanisms such as using smartphones or engaging in conversations helped alleviate boredom, whereas the absence of activities worsened the waiting experience. Additionally, waiting negatively impacted patients’ perceptions of hospital service quality, though clear communication and supportive waiting facilities were found to mitigate dissatisfaction. The study highlights that waiting is not merely a technical duration but a multidimensional experience shaped by physical, psychological, and social factors. These insights underscore the importance of patient-centered management strategies, including transparent queuing systems, comfortable waiting environments, and empathetic communication.