The impact of triage unit to improve patient satisfaction in the Emergency Department Experience of the national institute of oncology Rabat

Abstract

Background: The purpose of this study is to evaluate patient satisfaction before and after the creation of the triage unit (TU) as a tool for organizing the emergency department (ED) at the National Institute of Oncology in Rabat. The absence of TUs at EDs has an impact on the quality of care offered, longer waiting times, and the optimal use of resources. This situation leads to conflicts between patients and healthcare staff. Resolving this situation of dissatisfaction was of paramount importance to ED care staff.

Methods: In this cross-sectional study, the sample selected was 100 patients admitted to EDs. The study lasted five months (August 2024 to December 2024). The study site is INO. The research was conducted in two phases. The first concerns the implementation of a quality cycle continuous (QCC) to solve the TU problem. Secondly, we developed a patient satisfaction survey in the ED.

Results: After the creation of TU, the average satisfaction score was 80.2 (range 54-95). The dimension with the highest score was Waiting times (89%), followed by the quality of care provided by a medical team (doctor and nurse) (89%) and quality of symptom management (pain and other symptoms) (82%). waiting times for discharge formalities 82%. Overall satisfaction was mostly very good (96, 50.8%).

Conclusion: TU is an essential part of the ED, helping to increase the satisfaction of hospital users. It also helps to reduce waiting times and congestion, which has a positive impact on patient satisfaction.

Keywords: quality management, health care, patient satisfaction, emergency department.

Received Date: June 19, 2026

Accepted Date: July 10, 2026

Published Date: August 01, 2026

Available Online at: https://www.ijsrisjournal.com/index.php/ojsfiles/article/view/933