THE EFFECT OF TRIAGE SYSTEM IMPLEMENTATION ON PATIENT SATISFACTION IN THE EMERGENCY DEPARTMENT OF RSUP HAJI ADAM MALIK MEDAN

Abstract

The implementation of a triage system in the Emergency Department (ED) is an essential component in ensuring patient safety, as it functions to determine treatment priorities based on the level of urgency in a rapid, accurate, and objective manner. An effective triage system enables early identification of life-threatening conditions, prevents delays in critical interventions, and optimizes the use of healthcare resources. Proper triage implementation contributes to service efficiency, reduced waiting time, improved quality of care, and increased patient satisfaction. Therefore, standardized and professional triage practices are crucial in emergency care systems. This study aimed to analyze the effect of triage system implementation on patient satisfaction in the Emergency Department of RSUP Haji Adam Malik. This study employed a quantitative design with a cross-sectional approach. The sample consisted of 100 adult patients aged 18–60 years who received care in the ED, selected using accidental sampling. Data analysis was conducted using univariate analysis, bivariate analysis with the chi-square test, and multivariate analysis using logistic regression. The results showed that response time (p = 0.017), staff empathy (p = 0.031), clarity of information (p = 0.015), and comfort during waiting time (p = 0.000) had a significant effect on patient satisfaction, while staff attitude did not show a significant effect (p = 0.945). The most dominant variable influencing patient satisfaction was triage staff empathy. In conclusion, effective triage implementation characterized by prompt response, empathetic communication, clear information delivery, and a comfortable waiting environment plays a significant role in enhancing patient satisfaction in the Emergency Department.