Emergency Department Expected and Actual Waiting Time at University Hospital Emergency Department Among Young Adult Patients

Sukanya  Khemtong; Tanupat Singsathit; Pannawichya Narakol; Nunnapat Rugsasang; Panithi Booranaudom; Chayapat Mabandit; Thanat Tangpaisarn

Authors

Sukanya Khemtong Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Tanupat Singsathit Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Pannawichya Narakol Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Nunnapat Rugsasang Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Panithi Booranaudom Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Chayapat Mabandit Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University
Thanat Tangpaisarn Department of Emergency Medicine, Faculty of Medicine, Khon Kaen University

Keywords:

Emergency severity index, emergency department, expected waiting time, satisfaction, actual waiting time, Thailand

Abstract

Introduction
Emergency department (ED) overcrowding is a growing challenge, especially due to non-emergency cases. Patient satisfaction is often shaped by their expectations regarding wait times.
Objectives
This study examined the relationship between expected and actual waiting times in a tertiary hospital ED among young adult patients with non-emergency conditions.
Method
A cross-sectional study was conducted at Srinagarind Hospital’s ED in Thailand. Young adults aged 18–35 years who visited between 5:00 PM and 10:00 PM were enrolled. Forty-two participants completed paper-based questionnaires assessing demographics, prior ED experience, perceived and expected waiting times. Actual waiting time-from registration to physician assessment—was obtained from hospital logs. Associations between expected and actual wait times were analyzed, stratified by age, education, and other factors.
Results
Of the 42 participants, the median age was 22 years; 57.1% were female. Most were triaged as level 3 (31%) or 4 (64%). The median expected wait time was 30 minutes, and the actual was 23 minutes (p = 0.069). In the 21–25 age group, the actual wait time (14.5 minutes) was significantly shorter than expected (30 minutes, p = 0.001). Participants with a bachelor’s degree also showed a significant gap between expected and actual times (p = 0.044). Overall, 38% expected shorter wait times than they experienced; no gender differences were found.
Conclusion
Most expectations did not show a statistically significant difference from actual ED wait times. However, younger adults and those with higher education tended to overestimate. Targeted communication strategies may help align expectations and improve satisfaction.

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