KMID : 0367020220340030338
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Journal of Korean Academic of Adult Nursing 2022 Volume.34 No. 3 p.338 ~ p.349
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Factors Influencing Patient Satisfaction in an Emergency Department Based on the Use of the Korea Triage and Acuity Scale
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Park Keun-Hee
Yoon Min Kim Myoung-Soo
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Abstract
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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¡¾0.63. The mean waiting time, duration of stay, and occupation rate were 14.29¡¾10.97 min, 104.96¡¾67.35 min, and 22.0¡¾7.4%, respectively. From the multiple regression analysis, waiting time (¥â=-.36, p<.001), nurse¡¯s self-efficacy (¥â=.19, p=.013), and professional competence (¥â=.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.
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KEYWORD
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Emergency medical services, Professional competence, Patient satisfaction, Self-efficacy, Triage
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