Impact of Patient-Centered Care Application on Emergency Department Waiting Times and Patient Satisfaction

Abstract

Background: Patient-centered care (PCC) enhances healthcare by prioritizing patient needs and engagement. While its benefits are well-documented, its impact on emergency department (ED) operations in Saudi Arabia is underexplored. Objective: This study examines the effect of PCC implementation on ED waiting times and patient satisfaction in Riyadh hospitals. Methods: A retrospective analysis was conducted using MOH’s database and PressGaney evaluations across 34 hospitals. Statistical analyses, including ANOVA and paired t-tests, assessed relationships between PCC compliance, waiting times, and satisfaction. Results: PCC implementation varied, with 67.6% of hospitals achieving "excellent" compliance. Shorter waiting times correlated with higher satisfaction, particularly in hospitals with strong PCC practices. However, the direct link between PCC compliance and patient satisfaction was weak and not statistically significant. Significant correlations were found between PCC compliance and reduced doctor-to-decision and decision-to-disposition times. Conclusion: While PCC contributes to efficiency and patient experience, further research is needed to explore additional factors influencing satisfaction in ED settings.