How does Jordanian patients’ satisfaction with emergency nursing care associated with their knowledge of the triage system and expected time to wait?

Mohammad M.  Alnaeem; Asma  Islaih; Mohammad A.  Abu Sabra; Manar  Bani-Hani

doi:10.18502/fem.v9i3.20021

Mohammad M. Alnaeem School of Nursing, Al-Zaytoonah University of Jordan, Amman, Jordan.
Asma Islaih School of Nursing, Al-Zaytoonah University of Jordan, Amman, Jordan.
Mohammad A. Abu Sabra School of Nursing, The University of Jordan - Aqaba Campus, Aqaba, Jordan.
Manar Bani-Hani School of Nursing, Al-Zaytoonah University of Jordan, Amman, Jordan.

DOI: https://doi.org/10.18502/fem.v9i3.20021

Keywords: Emergency Department; Knowledge; Nursing Care; Patients’ Satisfaction; Triage System; Wait Time

Abstract

Objective: Emergency departments (EDs) are critical to healthcare systems, yet in Jordan, overcrowding and resource limitations challenge care quality. This study assessed how Jordanian patient satisfaction with nursing care at EDs related to their understanding of triage systems and wait times.

Method: A prospective cross-sectional design was used. Data were collected from largest two healthcare hospitals in Jordan which utilizing Canadian triage system. A convenience sampling method was utilized. All adult patients (≥18 years) were included. However, patient’s triaged at level 1 (resuscitation) or 2 (emergent) based on Canadian triage system, pediatric patients, and/or those with documented history of psychiatric illness were excluded. Valid and reliable tools were used.

Result: The mean age of patients was 37.6 years (SD=11.4), with a mean satisfaction score of 15.79/20 (SD=3.22), reflecting high satisfaction. Most patients (61.3%) were unaware of triage processes; however, their satisfaction with nursing care was related with triage understanding (P<0.05). Younger patients (t=2.045, P<0.05), Jordanian nationals (t=1.817, P<0.05), unmarried individuals (F=3.32, P<0.05), and government-sector workers (F=3.42, P< 0.05) reported significantly higher satisfaction than others.

Conclusion: Enhancing patient satisfaction in EDs relies on optimizing nursing care, particularly through staff training in triage systems and patient education about triage processes. Implementing standardized protocols, along with accessible educational materials for patients while they are in the waiting room, is critical to addressing care gaps and ensuring sustainable improvements.