Hubungan Ketepatan Penilaian Triage Eemergency Severity Index pada Kegawatan Non Trauma dengan Tingkat Kepuasan Keluarga Pasien di IGD Rumah Sakit Panti Rahayu

Abstract

Background: This study was conducted to determine the relationship between the accuracy of the Emergency Severity Index (ESI) triage assessment in non-trauma patients and the level of family satisfaction in the Emergency Department (ED) of Panti Rahayu Hospital.

Objective: To identify the relationship between the accuracy of ESI triage assessment and the level of family satisfaction in the ED of Panti Rahayu Hospital.

Methods: This research used a quantitative design with a retrospective cross-sectional approach. Data on triage accuracy were obtained through a review of electronic medical records, while family satisfaction data were collected using a closed-ended questionnaire distributed to the patients’ accompanying family members during their stay in the ED. The total number of respondents was 94 people.

Results: The findings showed that most triage assessments were inaccurate (62.8%), while accurate assessments accounted for 37.2%. Meanwhile, the majority of families reported being very satisfied (42.6%), and the fewest were dissatisfied (14.9%). Statistical analysis revealed a very strong and significant relationship between triage accuracy and family satisfaction (r = 0.942; p = 0.000). Most dissatisfied respondents accompanied patients categorized in ESI levels 3 and 4, who generally experienced longer waiting times. This occurred because there were no dedicated triage officers, resulting in some patients not receiving appropriate initial care.

Conclusion: The accuracy of triage assessments greatly influences family satisfaction. Therefore, it is essential for healthcare workers, especially triage nurses, to perform assessments more carefully to ensure appropriate services and maintain family satisfaction.

Keywords: ESI triage, family satisfaction, emergency department, non-trauma