Purpose
This study aimed to identify the factors affecting patient satisfaction in an emergency department based on the use of the Korea Triage and Acuity Scale (KTAS).
Methods
A survey and medical record review were conducted. Participants included 100 patients and 20 nurses from an emergency medical institution located in B city, between June and August 2020. Data were analyzed using descriptive statistics, independent t-test, one way analysis of variance, partial correlation, and multiple regression.
Results
The mean score of patient satisfaction was 3.99±0.63. The mean waiting time, duration of stay, and occupation rate were 14.29±10.97 min, 104.96 ±67.35 min, and 22.0±7.4%, respectively. From the multiple regression analysis, waiting time (β=-.36, p<.001), nurse’s self-efficacy (β=.19, p=.013), and professional competence (β=.36, p<.001) explained 57.9% of the patients’ satisfaction with their use of the emergency medical institution (F=34.50, p<.001).
Conclusion
Patient satisfaction after experiencing the KTAS was influenced by waiting time, nurses’ self-efficacy, and professional competence. Therefore, institutions need to define an appropriate waiting time that does not reduce patient satisfaction, and introduce an internal marketing strategy to increase nurses’ professional competence and self-efficacy.

Citations

• Factors Influencing Sleep Quality in Patients with Hepatocellular Carcinoma Undergoing Transarterial Chemoembolization: A Cross-Sectional Study
  Ji Young Park, Myoung Soo Kim, Han Byeol Lim
  Korean Journal of Adult Nursing.2024; 36(2): 160.     CrossRef
• Satisfacción de los pacientes sobre la atención recibida por la enfermera en el triaje de los servicios de urgencias hospitalarios: revisión de alcance
  Meritxell López-Hernández, Montserrat Puig-Llobet, Lidia Miralles-Sánchez, Yolanda Moreno-Mateos, Jordi Galimany-Masclans
  Enfermería Clínica.2024; 34(5): 408.     CrossRef
• Patient satisfaction with nursing triage care in hospital emergency departments: Scoping review
  Meritxell López-Hernández, Montserrat Puig-Llobet, Lidia Miralles-Sánchez, Yolanda Moreno-Mateos, Jordi Galimany-Masclans
  Enfermería Clínica (English Edition).2024; 34(5): 408.     CrossRef
• Patient Satisfaction With the Level of Competence of the Triage Nurse in Hospital Emergency Departments
  Meritxell López Hernández, Montserrat Puig‐Llobet, Sergio Higon Fernández, Marta Franco Freirut, Yolanda Moreno Mateos, Jordi Galimany Masclans
  Journal of Clinical Nursing.2024;[Epub]     CrossRef
• Emergency nurses’ communication experiences with patients and their families during the COVID-19 pandemic: A qualitative study
  Soyoung Shin, Hye Jin Yoo
  International Emergency Nursing.2023; 66: 101240.     CrossRef

PURPOSE
The purpose of this secondary data analysis study was to compare what factors influenced individual's satisfaction with emergency medical services (EMS).
METHODS
Data were obtained from the Korea Health Panel Survey 2013 with 20,641 participants. A total sample of emergency room (ER) users (n=1,709) aged 20 and over were selected and divided into two age groups, one for 1,046 adults and the other for 663 elderly. Participants' responses were analyzed using descriptive statistics, χ² test and logistic regression.
RESULTS
Among adults and elderly who were transferred to other hospitals instead of being admitted or returned to their homes reported less satisfaction (χ²=10.18, p=.006). Further, the adults who perceived their arrival to the ER as not delayed (χ²=3.74, p=.049) or visited the ER for treatment for illness (χ²=5.32, p=.021) reported more satisfaction than those who perceived their ER service being delayed or visited the ER for accident or poisoning. The elderly who visited ER by non-ambulance reported higher satisfaction than those who arrived by ambulance (χ²=14.15, p < .001).
CONCLUSION
In both adults and the elderly, satisfaction of EMS can be increased by avoiding transferring patients to other hospital. For adults to be satisfied with EMS, efficient and rapid EMS might be needed to avoid delay in ER arrival, especially for adults with accidents or poisoning.

Citations

• Factors Influencing Satisfaction with Medical Institutions according to Health Condition and Medical Use Condition of Single Elderly Households in Rural Areas: Using the Results of Survey on Rural Well-being 2021
  Min U Lee, Gi Chun Seo, Eun-Jung Hong
  The Korean Journal of Community Living Science.2023; 34(3): 457.     CrossRef