Online triage and consultation systems have enabled continued provision of outpatient hospital services for acute and chronic care. The Online Consultation Request and Appointment System (OCRA) is being utilized as a remote triage and consultation appointment system at the Philippine General Hospital (PGH). However, there is limited literature on waiting times involved in web-based remote triage delivery systems, especially during the COVID-19 pandemic.

This study aimed to determine the average amount of waiting time of new patients at the Family Practice Center from initial registration in the Outpatient Consultation Request and Appointment System (OCRA) until the final disposition.

This time-motion study entailed the measurement and recording of time duration spent by new patients for initial consult at the PGH Family Practice Center, Outpatient Department, from May-July 2023. Tracking of appointment timestamps and direct covert observation were used to compute for the elapsed waiting time from OCRA registration, until the consultation proper and post-consultation processing.

Three hundred twenty (320) new patients at the Family Practice Center were observed for this study from May 8 – July 20, 2023. New patients of PGH OPD spent an average of 74.72 days for the OCRA registration and pre-FPC Consultation waiting time, and 281.87 minutes from initial screening waiting time until the final disposition.

The average time experienced by new patients for the OCRA registration and pre-FPC Consultation date waiting time was 10 weeks and 5 hours and 13 minutes on average from the clinic arrival in Family Practice Center until the final disposition.