Universal Journal of Public Health Vol. 12(3), pp. 471 - 480
DOI: 10.13189/ujph.2024.120305
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Patients' Perceptions Resulting from the Contact with Emergency Departments Using the Manchester Triage System Protocol

Marina Sousa ^1,*, Maria Nascimento Cunha ^1,2, José Rodrigues ^1
1 Department of Organization and Management, School of Engineering, Polytechnic of Porto, Portugal
² Department of Marketing, School of Communication, Arts, and Creative Industries, ISEC Lisbon, Portugal

ABSTRACT

Triage protocols are indispensable for the seamless operation of Emergency Departments (Eds). This research focused on patient experiences in EDs employing the Manchester Triage System (MTS), a widely used protocol across Europe. Use a phenomenographic approach and an in-depth qualitative analysis through semi-structured interviews. Results revealed three categories to describe the qualitatively different ways that patients experience the contact with EDs: "Healthcare Professionals Roles", "Waiting Time to be Cared" and "Triage Protocol". Patients expressed confidence in the competence of health professionals, especially nurses, in the effective application of the triage protocols. However, more studies are needed to confirm this result as part of the research on patient satisfaction. However, interviewees also expressed concern about extending waiting time, attributing not to the triage process but to delays in receiving medical attention. The outcomes emphasize the pivotal role of the MTS in managing patient flow within EDs, stressing the need for swift triage and prioritization to enhance resource distribution and patient throughput. Despite a substantial trust in healthcare workers, there's an evident demand for better communication with patients, improvements in ED infrastructure, and strategies to reduce waiting times. Additionally, the preference to bypass ED visits was also mentioned, opting instead of primary care services for non-critical needs, while acknowledging the indispensability of EDs for serious conditions. This attitude on the part of patients suggests a possible strategy to diminish ED stress by improving primary care accessibility and educating patients on the appropriate use of EDs. This research contributes to the existing literature by providing a nuanced perspective on patient experiences in EDs, especially regarding the MTS. It highlights the imperative of a patient-focused approach, an enhanced communication, and the improvement of patient waiting conditions. These findings are relevant for healthcare professionals, administrators, and policymakers dedicated to improving patient satisfaction with the services provided in an ED.

KEYWORDS
Triage Protocol, Emergency Departments, Patient Perceptions, Patient Satisfaction, Phenomenography, Qualitative Research

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Marina Sousa , Maria Nascimento Cunha , José Rodrigues , "Patients' Perceptions Resulting from the Contact with Emergency Departments Using the Manchester Triage System Protocol," Universal Journal of Public Health, Vol. 12, No. 3, pp. 471 - 480, 2024. DOI: 10.13189/ujph.2024.120305.

(b). APA Format:
Marina Sousa , Maria Nascimento Cunha , José Rodrigues (2024). Patients' Perceptions Resulting from the Contact with Emergency Departments Using the Manchester Triage System Protocol. Universal Journal of Public Health, 12(3), 471 - 480. DOI: 10.13189/ujph.2024.120305.