A descriptive study on patient satisfaction with waiting time in emergency departments: Insights from hospitals in the Northern Emirates

IF 1.8 4区医学 Q2 NURSING

International Emergency Nursing Pub Date : 2025-02-01 DOI:10.1016/j.ienj.2024.101564

Sultan M. Mosleh , Aisha R. Alsereidi , Aisha A. Aldhanhani , Hessa M. Alnaqbi , Rayan S. Alhouti , Shamma S. Alshehhi

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Abstract

Background

Long waiting times in emergency departments (EDs) are a major challenge for healthcare systems worldwide. These extended delays can have a profound negative impact on patient quality of life, leading to increased stress, anxiety, and even deterioration in health conditions.

Purpose

identify factors that contribute to low satisfaction levels and long waiting times in EDs in the United Arab Emirates (UAE).

Methods

A retrospective cross-sectional study was conducted. Patients who visited the ER at public and private hospitals in the Northern Emirates, including Sharjah, Fujairah, Khorfakkan, and Kalba, were asked to complete an online questionnaire.

Results

A total of 394 patients participated in the study, with an overall satisfaction rate of 6.82 (SD ± 2.62) on a scale of 0 to 10. Medication information received the highest satisfaction score (78.6 %), followed by discharge information and doctor care. Waiting time was a significant area of dissatisfaction, with nearly 63.3 % of participants expressing dissatisfaction. Patients who visited private hospitals reported significantly higher satisfaction levels than those who visited public hospitals. There was a negative association between waiting time and patient satisfaction.

The four most frequently indicated barriers to long waiting times were reliance on computer systems and digital recording (46%), crowded waiting lounges (42.7%), understaffing, including doctors (38.1%), and an inadequate number of examination/consultation rooms (37.3%).Conclusion: Patient satisfaction is significantly impacted by waiting times in EDs. To improve patient satisfaction, hospital management should address the barriers to long waiting times that were identified in this study.

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一项关于病人对急诊科等待时间满意度的描述性研究：来自北阿联酋医院的见解。

背景：急诊科（EDs）的长时间等待是全球医疗保健系统面临的主要挑战。这些延长的延迟可能对患者的生活质量产生深远的负面影响，导致压力增加、焦虑甚至健康状况恶化。目的：确定导致阿拉伯联合酋长国（UAE）急诊科满意度低和等待时间长的因素。方法：采用回顾性横断面研究。在北部酋长国（包括沙迦、富查伊拉、霍尔法坎和卡尔巴）的公立和私立医院就诊的患者被要求完成一份在线问卷。结果：共有394例患者参与研究，总体满意度为6.82 (SD±2.62)，评分范围为0 ~ 10。用药信息满意度最高（78.6%），出院信息满意度次之，医生护理满意度次之。等待时间是不满意的重要领域，近63.3%的参与者表示不满意。私家医院的满意度明显高于公立医院。等待时间与患者满意度呈负相关。导致轮候时间过长的四个最常见的障碍是：依赖电脑系统和数码记录（46%）、等候室拥挤（42.7%）、人手不足（包括医生）（38.1%），以及检查/咨询室数量不足（37.3%）。结论：急诊科候诊时间对患者满意度有显著影响。为了提高患者满意度，医院管理部门应解决本研究中确定的长时间等待的障碍。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Emergency Nursing NURSING-

CiteScore

3.20

自引率

11.10%

发文量

期刊介绍： International Emergency Nursing is a peer-reviewed journal devoted to nurses and other professionals involved in emergency care. It aims to promote excellence through dissemination of high quality research findings, specialist knowledge and discussion of professional issues that reflect the diversity of this field. With an international readership and authorship, it provides a platform for practitioners worldwide to communicate and enhance the evidence-base of emergency care. The journal publishes a broad range of papers, from personal reflection to primary research findings, created by first-time through to reputable authors from a number of disciplines. It brings together research from practice, education, theory, and operational management, relevant to all levels of staff working in emergency care settings worldwide.