Patient satisfaction with nursing triage care in hospital emergency departments: Scoping review

Abstract

Introduction

Perceived quality of patient care is essential in healthcare, particularly in hospital emergency departments (EDs), where the triage process, performed by nurses, is fundamental yet under-researched. The aim is to explore patient satisfaction in triage, identify improvement opportunities, and provide guidance for future research to enhance ED care.

Methodology

A scoping review was conducted across databases including PubMed, CINAHL, Scopus, Cochrane, Joanna Briggs, Google, and Google Scholar. Empirical articles from January 2014 to December 2023 were selected, excluding non-face-to-face triage, pediatrics, and aspects not related to nursing care.

Results

Six studies were included, demonstrating a high level of patient satisfaction with triage, especially regarding nurses’ skills and professional competence, courtesy, respect, interest, and empathy. However, pain management and confidence in treatment scored lower. Patient satisfaction was related to age, gender, reason for consultation, and perception of nurses’ professional competence.

Discussion

Similar opinions were observed regarding areas for improvement in care and nurses’ skills in triage. The need for qualitative research and more rigorous sampling methods was highlighted.

Conclusions

Nurse training and education in triage are crucial for patient satisfaction. Further research is needed to evaluate the effectiveness of nursing interventions in triage and address remaining challenges.