Relationship between understanding triage and user satisfaction with emergency care times
DOI:
https://doi.org/10.35381/r.k.v10i1.4792Keywords:
Knowledge, care, working times, patient, perception, (UNESCO Thesaurus).Abstract
The objective of the study was to determine whether the level of knowledge influences the perception of satisfaction. A quantitative, non-experimental, cross-sectional, and correlational design was used, applying the ED CAHPS 1.0 questionnaire in Spanish to 121 patients. The results showed that, although most received care within the times recommended by the WHO, there was no statistically significant association between knowledge and satisfaction. Another finding indicated that patient satisfaction with waiting times in the emergency department depends both on actual time and on their perception, which is influenced by anxiety, the environment, and the quality of communication. In conclusion, the triage system is essential for prioritizing care and optimizing resources in the emergency department. However, problems related to waiting times, staff shortages, and patients' lack of knowledge about the process persist, which impacts their level of satisfaction.
Downloads
References
Aghabarary, M., Pourghaedi, Z., & Bijani, M. (2023). Investigating the professional capability of triage nurses in the emergency department and its determinants: a multicenter cross-sectional study in Iran. BMC Emergency Medicine, 23(1), 1–8. https://doi.org/10.1186/S12873-023-00809-7
Alnaeem, M., Banihani, S., Islaih, A., & Al, A. (2024). Expectations of emergency patients regarding triage system knowledge upon arrival: an interpretive study. Irish Journal of Medical Science, 193(5), 2545. https://doi.org/10.1007/S11845-024-03706-5
AlShatarat, M., Rayan, A., Eshah, N., Baqeas, M., Jaber, M., & ALBashtawy, M. (2022). Triage Knowledge and Practice and Associated Factors Among Emergency Department Nurses. SAGE Open Nursing, 8. https://doi.org/10.1177/23779608221130588
Arzola, D. (2019). Procesos formativos en la investigación educativa: Diálogos, reflexiones, convergencias y divergencias. Procesos Formativos En La Investigación Educativa. Diálogos, Reflexiones, Convergencias y Divergencias, 59–74. https://dialnet.unirioja.es/servlet/libro?codigo=736410
Ávila, L., & De la Rosa, J. (2022). Triaje en el servicio de emergencia en el Hospital del Sur de Esmeraldas, Ecuador. Revista Archivo Médico de Camaguey, 26. https://n9.cl/t5bop
Camargo, R. (2022). Triaje en la pandemia COVID-19: un abordaje con perspectiva de derechos humanos. Acta Colombiana de Cuidado Intensivo, 22(3), 182. https://doi.org/10.1016/J.ACCI.2021.09.003
Chérrez, J., & León, E. (2021). La aplicación del Triaje, en la prestación del servicio de salud en el Ecuador. CIENCIAMATRIA, ISSN-e 2610-802X, ISSN 2542-3029, Vol. 7, No. Extra 3, 2021, Págs. 98-123, 7(3), 98–123. https://n9.cl/ck5si
De Steenwinkel, M., Haagsma, J., van Berkel, E., Rozema, L., Rood, P., & Bouwhuis, M. (2022). Patient satisfaction, needs, and preferences concerning information dispensation at the emergency department: a cross-sectional observational study. International Journal of Emergency Medicine, 15(1), 1–8. https://n9.cl/g8rxl
Ferreira, D., Vieira, I., Pedro, M., Caldas, P., & Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare, 11(5), 639. https://n9.cl/erasl
Hernández, R., Fernández, C. & Batista, P. (2014). Metodología de la investigación. (6ª ed.). México: McGraw- HILL Interamericana., S.A.
Herrera, L., Hernández, A., Roldan, M., Hernández, F., Thowinson, M., Coronado, G., Cuartas, Y., & Martínez, L. (2022). Triage as prioritization tool at emergency services. Medicina Interna de Mexico, 38(2), 322–334. https://n9.cl/m32du
Idahor, C., Ben, B., Okonkwo, U., Femi, O., & Ogbeide, O. (2025). Patients’ Satisfaction in the Emergency Department: Measurement, Indicators, Factors Influencing Satisfaction, Impact, and Solution. Cureus, 17(4). https://n9.cl/2p2xxg
McIntyre, D., & Chow, C. (2020). Waiting Time as an Indicator for Health Services Under Strain: A Narrative Review. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 57. https://doi.org/10.1177/0046958020910305
Mosleh, S., Alsereidi, A., Aldhanhani, A., Alnaqbi, H., Alhouti, R., & Alshehhi, S. (2025). A descriptive study on patient satisfaction with waiting time in emergency departments: Insights from hospitals in the Northern Emirates. International Emergency Nursing, 78, 101564. https://n9.cl/e06npv
Rodríguez, A., & Pérez, A. (2017). Métodos científicos de indagación y de construcción del conocimiento. Revista Escuela de Administración de Negocios, 82, 175–195. https://n9.cl/brccw
Seif, S., Shah, J., Chandani, A., & Ali, S. (2025). The Perception of Waiting Times on Patient Satisfaction and Patient Care: A Cross-Sectional Study at a Tertiary Health Care Institution in Kenya. PLOS ONE, 20(5), e0322015. https://n9.cl/k4pja
Tubon, N., & Pallango, B. (2023). Percepción del paciente sobre el triaje Manchester aplicado por el personal de enfermería en el área de emergencia del Hospital General de Ambato. MQRInvestigar, 7(2), 1666–1679. https://n9.cl/fs67g
Zhang, H., Tian, J., Shi, Y., Qian, Y., Gao, X., & Zhai, X. (2025). Impact of expected waiting time on pediatric outpatient satisfaction: a behavioral experiment study. BMC Health Services Research, 25(1), 1–8. https://n9.cl/z5l006
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Yuliana Almodena González-Ochoa, Ricardo Adolfo Ganzino-Rodríguez
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
CC BY-NC-SA : Esta licencia permite a los reutilizadores distribuir, remezclar, adaptar y construir sobre el material en cualquier medio o formato solo con fines no comerciales, y solo siempre y cuando se dé la atribución al creador. Si remezcla, adapta o construye sobre el material, debe licenciar el material modificado bajo términos idénticos.
OAI-PMH URL: https://fundacionkoinonia.com.ve/ojs/index.php/revistakoinonia/oai.
