Last update:
05-Jul-2026

OBJECTIVE To investigate the factors influencing patient experience in an emergency department (ED).

METHOD A cross-sectional study was conducted using a convenience sample of 350 adult patients and or their accompanying persons who presented to the ED of the "G. Gennimatas" General Hospital of Athens during general on-duty days. Data were collected from October 2022 to September 2023 using a structured questionnaire. For a comprehensive statistical analysis of the overall patient experience in the ED, four composite scores were developed, each specifically tailored to the objectives of this study. These scores included the "experience score", the "care score", the "information score" and the "communication score".

RESULTS Multivariable linear regression analysis demonstrated that prolonged waiting time in the ED until examination was significantly associated with decreased patient satisfaction regarding the perceived quality of their ED experience (b=-0.38, 95% confidence interval [CI]: -0.53 to -0.23, p<0.001). Furthermore, a longer total duration of stay in the ED was also significantly correlated with reduced satisfaction from the overall experience (b=-0.61, 95% CI: -0.88 to -0.34, p<0.001). Additionally, increased waiting time until examination was significantly linked to poorer quality of communication between patients and healthcare professionals (b=-0.12, 95% CI: -0.21 to -0.03, p=0.008). Correspondingly, lower educational level was associated with diminished communication quality (b=0.11, 95% CI: 0.003 to 0.21, p=0.043). Finally, both prolonged total stay in the ED (b=-0.13, 95% CI: -0.22 to -0.02, p=0.016) and older age (b=-0.005, 95% CI: -0.009 to -0.001, p=0.022) were significantly related to lower perceived quality of healthcare provision.

CONCLUSIONS This study demonstrated that both waiting time and total length of stay in the ED adversely affected patient experience, leading to decreased satisfaction with the perceived quality of healthcare services provided. Furthermore, prolonged waiting time was associated with deterioration in the quality of communication between patients and healthcare professionals, while lower educational attainment further exacerbated this communication deficit. Finally, advanced age and extended duration of stay were correlated with reduced perception of the quality of care received. These findings emphasized the need to improve ED processes, by focusing on reducing waiting times and enhancing communication in order to improve patient experience, satisfaction, and perceived quality of care delivered.

Key words: Emergency department, Experiences, Patients, Quality of healthcare services, Satisfaction.