Effect of waiting time estimates on patients satisfaction in the emergency department in a tertiary care center

Authors

• Khaled N. Alrajhi, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia
• Nawfal A. Aljerian, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia
• Rand N. Alazaz, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia
• Lama B. Araier, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia
• Lujane S. Alqahtani, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia
• Shaden O. Almushawwah, From the Department of Emergency Medicine (Alrajhi, Aljerian), Ministry of National Guard – Health Affairs; from King Abdullah International Medical Research Center (Alrajhi, Aljerian); from the College of Medicine (Alrajhi, Alazaz, Araier, Alqahtani, Almushawwah), King Saud bin Abdulaziz University for Health Sciences; and from the Medical Referrals Center (Aljerian), Ministry of Health, Riyadh, Kingdom of Saudi Arabia

Abstract

Objectives: To examine the influence of emergency department (ED) waiting time estimate provision on the satisfaction of patients. Methods: This was a randomized controlled trial at King Abdulaziz Medical City, Riyadh, Saudi Arabia between September 2017 and May 2018. It included 18 to 70 years old Arabic-speaking acute care patients. After being divided into 2 groups, the intervention group alone was provided waiting time estimates. Both groups answered 2 questionnaires evaluating their satisfaction and illness perception before and after seeing a doctor. Results: One-hundred patients were included. No significant difference found in waiting time satisfaction scores between groups (intervention (5.92/10±3.13), control (5.45/10±3.38), p =0.476). Demographics and illness perception had an insignificant impact on satisfaction. Waiting time estimate was preferred by most participants (70%). Conclusion: Providing waiting time estimation did not affect satisfaction but was preferred to have in the ED by most.

Article Type

Other

First Page

883

Last Page

886

Recommended Citation

Alrajhi, Khaled N.; Aljerian, Nawfal A.; Alazaz, Rand N.; Araier, Lama B.; Alqahtani, Lujane S.; and Almushawwah, Shaden O. (2020) "Effect of waiting time estimates on patients satisfaction in the emergency department in a tertiary care center," Saudi Medical Journal: Vol. 41: Iss. 8, Article 16.
DOI: https://doi.org/10.15537/smj.2020.8.25190