<b>EFFECTS OF LONG HOSPITAL WAITING TIME: A STUDY AT THE OUTPATIENT DEPARTMENT AT A PRIVA</b>TE HOSPITAL IN GHANA

Background: Long waiting times in hospital outpatient departments (OPDs) are a major contributor to patient dissatisfaction, reduced health service utilization, and increased patient churn. Despite global attention to this issue, limited research has been conducted within Ghana's private healthcare system. Objective: This study explores the effects of prolonged outpatient waiting times on patient satisfaction and retention at a private hospital in Ghana, with a specific focus on operational inefficiencies contributing to patient churn. Methods: A retrospective data analysis was conducted using the JMED Pro version 22.00 hospital management system at the Rock Hospital Accra Ghana. Attendance data from 2019 to 2024 were extracted and analyzed using descriptive statistics, linear regression and chi squared test to assess trends in OPD registration, turnover, and churn rates and variations across National Health Insurance Scheme (NHIS), private, and corporate patient categories. Operational inefficiencies—such as delayed staff reporting and extended breaks—were also reviewed as potential contributing factors. Results: OPD attendance declined significantly over the study period (p = 0.002), with average yearly reductions of 3,679 visits with highly significant variations (P= 0.00e+00). NHIS and private registrations also decreased significantly (p = 0.0019 and p = 0.0064, respectively) and highly significant variations p = 1.10e-12 and p = 2.23e-08 respectively), while corporate registrations rose (p = 0.0033) with high significant variations Corporate: p = 0.026. Churn rates increased steadily across all categories, reaching a high of 4.56% overall in 2024. Notably, corporate churn rose more than sixfold from 2019 to 2024 (p = 0.010). Operational delays linked to staff behavior were identified as key contributors to increased pending attendance and premature patient departure. Conclusion: The study highlights a statistically significant decline in patient attendance and a rising churn rate, closely tied to long waiting times and internal workflow inefficiencies. These findings underscore the urgent need for targeted interventions to streamline OPD operations, enhance patient experience, and reduce attrition in Ghana’s private healthcare facilities