Although the National Health Service is one of the great concepts of the twentieth century, as we move into the twenty-first century expectations and demands are increasing. The patients’ experience of their encounters with the National Health Service is becoming increasingly important. Wait times are recognised as being a source of patient dissatisfaction in healthcare. Bleustein et al1 found that every aspect of the patient experience correlated negatively with longer wait times. In their study of patients undergoing total knee arthroplasty surgery, Lizaur-Utrilla et al2 found that a waiting time longer than 6months negatively influenced postoperative satisfaction, as well as patient-related outcome at 1year following surgery.
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