Patient Family Satisfaction Reviewed from The Waiting Time of Emergency Services at The Emergency Department of Sumberglagah Mojokerto Regional Hospital

Abstract

Family satisfaction reflects the performance of emergency services in hospitals. Dissatisfaction indicates poor service quality, often marked by complaints from patients and families. One key cause of dissatisfaction is prolonged service waiting time, which leads to delays in care. This study aimed to examine the relationship between emergency service waiting time and family satisfaction in the Emergency Department of Sumberglagah Regional Hospital, Mojokerto. This study employed an analytical observational design. A total of 147 respondents met the inclusion and exclusion criteria and were selected through simple random sampling. Data were collected using emergency service waiting time and family satisfaction questionnaires based on a community health survey. Data analysis was conducted using the Fisher Exact Test. The results showed that the majority of emergency service waiting times at the hospital met the established standards, and family satisfaction was in the "very good" category. Bivariate analysis revealed a significant relationship (p = 0.000, p < 0.05) between waiting time and family satisfaction. Efficient and effective emergency services can improve family satisfaction, ultimately enhancing the overall quality of hospital service performance. Therefore, improving the capacity of health workers through effective communication is essential for quality service delivery.