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

• Published in: Saudi medical journal Vol. 41; no. 8; pp. 883 - 886
• Main Authors: Alrajhi, Khaled N, Aljerian, Nawfal A, Alazaz, Rand N, Araier, Lama B, Alqahtani, Lujane S, Almushawwah, Shaden O
• Format: Journal Article
• Language: English
• Published: Saudi Arabia Saudi Medical Journal 01.08.2020; Prince Sultan Military Medical City (PSMMC)
• Subjects: Adolescent; Adult; Aged; Brief Communication; Demographics; Emergency medical care; Emergency medicine; Emergency Service, Hospital - statistics & numerical data; Female; Health psychology; Hospital emergency services; Humans; Male; Medical research; Middle Aged; Patient satisfaction; Patient Satisfaction - statistics & numerical data; Perceptions; Saudi Arabia - epidemiology; Surveys; Surveys and Questionnaires; Tertiary Care Centers - statistics & numerical data; Time Factors; Time Perception; Time-to-Treatment - statistics & numerical data; Waiting Lists; Waiting period; Young Adult; Saudi Arabia
• ISSN: 0379-5284; 1658-3175
• DOI: 10.15537/smj.2020.8.25190

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.