Influencia del tiempo de espera en la satisfacción de pacientes y acompañantes

Abstract

ObjectiveTo evaluate patient and companion satisfaction of a hospital Emergency Department and its relationship with waiting time. MethodologyProspective, observational study. Setting: Hospital de Figueres Emergency Department (Girona, Spain). Study variables: sociodemographic characteristics, satisfaction level, real and perceived waiting time for triage and being seen by a physician. ResultsA total of 285 responses were received from patients and companions. The mean age of the patients and companions (n=257) was 54.6years (SD=18.3). The mean overall satisfaction (n=273) was 7.6 (SD=2.2). Lower perceived waiting time until nurse triage was related to higher overall satisfaction (Spearman rho (ρ)=−0.242, P<.001), and lower perceived waiting time until being seen by physician, with a higher overall satisfaction (ρ=−0.304; P<.001). Users who were informed about estimated waiting time showed higher satisfaction than those who were not informed (P=.001). ConclusionsPerceived waiting time and the information about estimated waiting time determined overall satisfaction