A Cross-Sectional Study Examining Nurses' Attitudes toward Triage Implementation and how They Relate to Patient Satisfaction in Primary Health Emergency Rooms

Abstract

The attitude of nurses during triage is a key component in emergency service delivery and can influence how patients perceive and are satisfied with care. Understanding this relationship in primary community health settings is important to improve service quality. To examine the relationship between nurses’ attitude in applying triage and patient satisfaction at the emergency outpatient units (UGD) of Puskesmas Kapongan, Situbondo. This quantitative observational study used a cross-sectional design. A sample of 120 patients who visited the UGD in May–June 2025 was recruited using accidental (convenience) sampling. Data were collected using a self-administered questionnaire assessing nurse attitude toward triage (Likert scale) and patient satisfaction (Likert scale). Spearman’s rank correlation test was used to analyze the relationship; α = 0.05. Among the 120 respondents, 95 (79.2%) perceived nurses as having positive attitudes during triage, and 72 (60.0%) reported being satisfied with triage service. Spearman’s test showed a significant positive correlation between nurse attitude and patient satisfaction (ρ = 0.52, p < 0.001). There is a significant relationship between nurses’ attitudes during triage and patient satisfaction. Improving nurse attitudes through training, supervision, and workplace support may enhance patient satisfaction in primary emergency settings.