ER Wait Times and Satisfaction Ratings
Advisor(s)
Jamie Craig
Confirmation
1
Document Type
Poster
Location
ONU McIntosh Center; Activities Room
Start Date
24-4-2026 11:00 AM
End Date
24-4-2026 11:50 AM
Abstract
Problem: Emergency department (ED) overcrowding and long wait times continue to affect patient satisfaction. Many patients report frustration because they do not know how long they will be waiting or why delays occur. Lack of communication during triage can lead to increased complaints and a lower perception of quality care.
Purpose: The purpose of this project is to examine whether explaining expected wait times during triage improves patient satisfaction and reduces complaints during the ED stay compared to no explanation.
Methods: A quantitative, quasi-experimental design will be used to evaluate the effect of wait time communication at triage. The study population will include adult patients presenting to a community emergency department during a four-week period. Patients in the intervention group will receive a standardized explanation of expected wait times and factors that may influence delays during the triage process. Patients in the control group will receive the usual triage process without a structured explanation of wait times. Patient satisfaction will be measured using post-visit satisfaction surveys, and complaints will be tracked through documented patient grievances. Data will be analyzed to compare satisfaction scores and complaint rates between the two groups.
Conclusion: It is expected that patients who receive an explanation of expected wait times will report higher satisfaction and fewer complaints. Improving communication during triage may help patients better understand the ED process and reduce frustration. This project may support the use of standardized communication practices to improve patient experience and overall quality of care in emergency departments.
Recommended Citation
Rhodes, Lauren E., "ER Wait Times and Satisfaction Ratings" (2026). ONU Student Research Colloquium. 36.
https://digitalcommons.onu.edu/student_research_colloquium/2026/Posters/36
Open Access
Available to all.
ER Wait Times and Satisfaction Ratings
ONU McIntosh Center; Activities Room
Problem: Emergency department (ED) overcrowding and long wait times continue to affect patient satisfaction. Many patients report frustration because they do not know how long they will be waiting or why delays occur. Lack of communication during triage can lead to increased complaints and a lower perception of quality care.
Purpose: The purpose of this project is to examine whether explaining expected wait times during triage improves patient satisfaction and reduces complaints during the ED stay compared to no explanation.
Methods: A quantitative, quasi-experimental design will be used to evaluate the effect of wait time communication at triage. The study population will include adult patients presenting to a community emergency department during a four-week period. Patients in the intervention group will receive a standardized explanation of expected wait times and factors that may influence delays during the triage process. Patients in the control group will receive the usual triage process without a structured explanation of wait times. Patient satisfaction will be measured using post-visit satisfaction surveys, and complaints will be tracked through documented patient grievances. Data will be analyzed to compare satisfaction scores and complaint rates between the two groups.
Conclusion: It is expected that patients who receive an explanation of expected wait times will report higher satisfaction and fewer complaints. Improving communication during triage may help patients better understand the ED process and reduce frustration. This project may support the use of standardized communication practices to improve patient experience and overall quality of care in emergency departments.