Patients’ experiences of triage and waiting in emergency departments: A cross-sectional survey

Objective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods: A cross-sectional survey was conducted across five Australian EDs to understand experiences of patients 14 years and over before, during and after triage. Quantitative data were analysed descriptively and explored for correlations. Qualitative responses for suggested improvements were analysed using a conventional content analysis approach. Results: A total of 225 respondents completed the survey and reported they were generally satisfied with their triage and waiting room experience. Key areas for improvement were identified. Wait time information was reported to be provided to 24.3% of patients, and pain relief to 52.7% of those who desired it. Following triage respondents reported spending a median time of 60 minutes in the waiting room. Satisfaction with waiting was negatively correlated with increasing wait time (p < 0.001). Suggestions for improvements reflected a need for better staffing, facilities, and processes to support ED efficiencies and care needs while waiting. Conclusions: Wait time was a key influence on reported patient experience. Recommended measures to support the provision of information, comfort and person-centred care while waiting could help to improve this experience.