The Relationship Between Overcrowding and Patient Satisfaction in the Emergency Department of Harapan Anda Islamic General Hospital in Tegal
Keywords:
BEPSS, Emergency Department, NEDOCS, Overcrowding, Patient Satisfaction.Abstract
This study demonstrates that Emergency Department (ED) overcrowding is an important condition associated with patients’ experiences during emergency care. The study involved 85 respondents, with overcrowding assessed using the National Emergency Department Overcrowding Score (NEDOCS) and patient satisfaction measured using the Brief Emergency Department Patient Satisfaction Scale (BEPSS). The most frequent overcrowding category was crowded, involving 26 respondents (30.6%), while 62 respondents (72.9%) reported satisfaction and 23 respondents (27.1%) reported dissatisfaction. Pearson Chi-Square analysis demonstrated a significant relationship between overcrowding and patient satisfaction (χ²=35.525; df=4; p=0.000), with a Cramer’s V of 0.646 indicating a strong association. Dissatisfaction was most prevalent under very crowded conditions, whereas all respondents in the very busy, busy, and not busy categories reported satisfaction. These findings indicate that higher levels of overcrowding were associated with a greater tendency toward lower patient satisfaction in the ED. The findings also highlight the importance of maintaining responsive healthcare services during periods of increased patient demand. Controlling overcrowding through optimized triage, patient flow, diagnostic services, interunit coordination, bed availability, and effective communication with patients and families is necessary to maintain service quality and improve the emergency care experience. Further attention to operational capacity and patient-centered service delivery may support consistent satisfaction despite fluctuations in ED workload.
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