Korean J Adult Nurs.  2022 Jun;34(3):338-349. 10.7475/kjan.2022.34.3.338.

Factors Influencing Patient Satisfaction in an Emergency Department Based on the Use of the Korea Triage and Acuity Scale

• Park KH
• Yoon M
• Kim MS

• KMID: 2531797
• DOI: http://doi.org/10.7475/kjan.2022.34.3.338

Abstract

Purpose
This study aimed to identify the factors affecting patient satisfaction in an emergency department based on the use of the Korea Triage and Acuity Scale (KTAS).
Methods
A survey and medical record review were conducted. Participants included 100 patients and 20 nurses from an emergency medical institution located in B city, between June and August 2020. Data were analyzed using descriptive statistics, independent t-test, one way analysis of variance, partial correlation, and multiple regression.
Results
The mean score of patient satisfaction was 3.99±0.63. The mean waiting time, duration of stay, and occupation rate were 14.29±10.97 min, 104.96 ±67.35 min, and 22.0±7.4%, respectively. From the multiple regression analysis, waiting time (β=-.36, p<.001), nurse’s self-efficacy (β=.19, p=.013), and professional competence (β=.36, p<.001) explained 57.9% of the patients’ satisfaction with their use of the emergency medical institution (F=34.50, p<.001).
Conclusion
Patient satisfaction after experiencing the KTAS was influenced by waiting time, nurses’ self-efficacy, and professional competence. Therefore, institutions need to define an appropriate waiting time that does not reduce patient satisfaction, and introduce an internal marketing strategy to increase nurses’ professional competence and self-efficacy.

Keyword

Emergency medical services; Professional competence; Patient satisfaction; Self-efficacy; Self-efficacy