The Relationship Between Patient Family Satisfaction And Service Response Time In The Emergency Installation Of Syekh Yusuf Gowa Regional General Hospital

Abstract

Services in the Emergency Department (ED) require speed and precision in patient care, which can be reflected, among other ways, through the response time of medical personnel. The speed of these services influences the satisfaction of patients' families, who serve as the primary companions throughout the care process. This study aimed to determine the relationship between service response time and the satisfaction level of patients' families in the Emergency Department of Syekh Yusuf Regional General Hospital (RSUD) in Gowa. A quantitative, cross-sectional study design was employed. A sample of 50 respondents—consisting of patients' family members in the ED—was selected using an accidental sampling technique. Data were collected through questionnaires and observations, then analyzed using the Chi-Square test. The results indicate that, while the majority of response times were classified as fast (60%), the level of satisfaction was dominated by the "dissatisfied" category (56%). Statistical analysis revealed a significant relationship between response time and the satisfaction of patients' families (p = 0.001 < 0.05). It is concluded that a faster service response time correlates with a higher level of satisfaction among patients' families. Therefore, it is necessary to improve the quality of care through better time management, communication, and empathy from healthcare personnel.