Does Length of Waiting Time in the Emergency Room Affect Patient Satisfaction?

Abstract

Background: Patient satisfaction is an important goal in the health care system and the length of waiting time is a sensitive matter because it can cause a decrease in the quality of health services in hospitals. The purpose of this study was to determine the effect and causes of length of waiting time of patients in the Emergency Room. Subjects and Methods: This research method is a mixed method with an exploratory sequential approach. The data was collected through interviews and surveys using questionnaires, patient internal transfer sheets, and handover sheets for inpatients. The analysis of the data used content analysis method and SPSS software. Results: The length of waiting time in the Emergency Room has a significant effect on patient satisfaction (sig. 0.000 < 0.05). The length of waiting time in the Emergency Room Influenced by the lack of socialization of SOPs related to the length of time elapsed from the emergency room to the inpatient room, the lack of emergency room nurses, no patient pusher staff, manual laboratory equipment used, on-call radiology officers, registration counter for inpatient and outpatient services that have not been separated, the use of the bed management system is not optimal, the inpatient nurse delays to verbed the room because of other duties and the inpatient room nurse is not available Conclusion: The sooner the patient leaves the emergency room, the more satisfied the patient will be. Index