Abstract

Objective: This study aimed to evaluate public satisfaction regarding emergency department (ED) waiting times and identify specific barriers to efficient care delivery.
Methods: A descriptive cross-sectional study was conducted in Makkah between January and September 2025. Data were collected via an online Arabic questionnaire from 385 adults who visited an ED in the past 12 months.
Results: A total of 385 participants were included in the study, with a mean age of 28.84 ± 11.14 years. Most participants were male (68.1%) and held a bachelor’s degree (55.1%). Nearly half of the participants (46.2%) described their emergency department waiting times as long, while 45.2% considered it acceptable, and only 36.9% agreed that the overall wait was acceptable. More than half (54.8%) reported not being informed of the expected waiting time before being examined. The most commonly perceived barriers to timely healthcare delivery were staff shortages (61.9%), lack of examination or consultation rooms (61.6%), and slow workflow (59.5%). Satisfaction with waiting time was significantly higher among younger patients (26.66 ± 8.78 vs. 30.1 ± 12.14 years, p-value = 0.009), those with a bachelor’s degree (p-value = 0.028), and patients without health insurance (p-value = 0.006).
Conclusion: This study showed that patient satisfaction with ED waiting times in Makkah was suboptimal. Prolonged waiting times and poor communication regarding expected delays negatively affected satisfaction. Staff shortages, limited examination rooms, and slow workflow were the main perceived contributors to delays. Improving staffing, workflow efficiency, and communication strategies is essential to enhancing patient experience, particularly during high-demand seasons.

Key words: Emergency service, hospital, waiting lists, patient satisfaction, healthcare quality, Saudi Arabia