Patient Satisfaction With the Level of Competence of the Triage Nurse in Hospital Emergency Departments

ABSTRACT

Aims

To analyse the level of patient satisfaction regarding the care received in triage and its relationship with the competency level of clinical nurses in a hospital setting.

Design

A cross-sectional, prospective and multicentre study of nurses in hospital emergency triage and the patients they attended.

Method

Data were collected between October and November 2019 using two questionnaires; one collected sociodemographic factors, professional experience of the nurse and the competency assessment questionnaire for clinical nurses in the hospital setting (COM_VA). The other questionnaire recorded the age of patients, reason for consultation, pain and the Patient Satisfaction with Emergency Nursing Care Scale (CECSS). The abstract includes an indication of the chosen checklist, specifically the STROBE checklist for descriptive observational studies.

Results

The study included a sample of 624 patients and 77 nurses. The findings indicated that the nurses' level of competence, with an average score of 8.61, is significantly correlated with patient satisfaction. A total of 90.2% of patients reported being satisfied with the care they received during triage, highlighting the technical competence and empathy of the nurses as highly valued attributes. However, areas for improvement were identified, particularly in pain management and addressing the emotional needs of patients. Other factors related to nursing competence that influenced patient satisfaction included perceived safety in clinical practice and the sense of respect from the multidisciplinary team. Additionally, the intensity of pain experienced by patients during triage was a significant determinant of their overall satisfaction.

Conclusions

The results of this study indicate that the higher the level of nursing competence, the more satisfied the patients. In addition to knowledge and skills in triage, aspects such as empathy, concern and assertive listening influence patient satisfaction, and, therefore, perceived quality of care.

Reporting Method

In preparing the manuscript, the authors adhered to the relevant EQUATOR guidelines and the STROBE checklist for descriptive observational studies.

Public or Patient Contribution

No public or patient or professional contribution outside of participation for data collection purposes.

Trial Registration: N/A. This was not a clinical trial