A Descriptive Study on Patient Satisfaction with Waiting Time in Emergency Departments: Insights from Hospitals in the Northern Emirates

Abstract

Abstract Background: Long waiting times in emergency departments (EDs) are a challenge for healthcare systems, especially during the COVID-19 pandemic. This can have a negative impact on patient health outcomes. Aim: This study aimed to identify factors that contribute to low satisfaction levels and long waiting times in EDs. Methods: A quantitative cross-sectional study was conducted. Data were collected using an electronic survey distributed to patients who had visited an ED in the United Arab Emirates within the last four weeks. The survey included questions about patient satisfaction, waiting times, and perceived barriers to care. Results: A total of 394 patients participated in the study. The overall satisfaction rate was 6.82 (SD±2.62). The highest satisfaction was with medication (78.6%), followed by discharge information (54.8%). The lowest satisfaction was with waiting times (36.7%). Most patients (56.6%) were seen by a nurse within 15 minutes, and 51.5% were seen by a doctor within 30 minutes. There was a negative association between waiting time and patient satisfaction. As the waiting time increased, satisfaction decreased. The four most common barriers to long waiting times were: computer systems (46%), crowded waiting lounges (42.7%), understaffing (38.1%), and inadequate number of examination/consultation rooms (37.3%). Conclusion: Patient satisfaction is significantly impacted by waiting times in EDs. In order to improve patient satisfaction, hospital management should address the barriers to long waiting times that were identified in this study. Additionally, a large-scale study is needed to assess patient satisfaction and waiting times in UAE hospitals