Experimental study of video records utilization for hospital service management: When do outpatients make discomfort gestures?

We attempted to use video data to observe and analyze the current state of hospital service. The goals of our study are to obtain the critical information not written in an initial requirement documents, and to remove the stakeholders arbitrary answers occurred by the bias of questions in questionnaires. In this research we focused on hospital service to find out when the outpatients, who are important stakeholders, showed signs of discomfort as their involuntary movements. As a result, we found out that patients became uncomfortable situation after 28 minutes on average of entering waiting rooms, or 56 minutes on average of arrival on the hospitals. From the prior reports using questionnaires, there are those that consider waiting time as important factors, and there are those that don´t. From this observation, we found out that there is a time threshold, and if the waiting time exceeds that threshold, there is a higher possibility that evaluation starts to be affected.