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

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.