MAKASSAR, Indonesia Apr 14 2026/NMHEALTHCARE/ – When someone arrives at the emergency room, every second counts. But what if the system that decides who gets treated first is not working as well as it should? This is where triage comes in a process that determines which patients need immediate care and which can safely wait.
A study titled “Evaluation of the Emergency Severity Index Triage for Improving Emergency Room Services Quality in Indonesian Hospital”, published in the journal Public Health of Indonesia by Yayasan Cipta Anak Bangsa (YCAB) on August 20, 2024, takes a closer look at how this system works in Indonesian hospitals
The research examined 100 patients in emergency departments and evaluated how well the Emergency Severity Index (ESI) triage system was implemented. This system classifies patients into five levels based on the severity of their condition and the resources they need. Ideally, it ensures that critically ill patients are treated immediately, while less urgent cases wait their turn.
The findings are both encouraging and concerning. On one hand, hospitals already have adequate facilities and infrastructure to support triage. Response times were generally within acceptable standards, meaning patients were not left waiting too long for initial assessment. In fact, patient satisfaction was quite high reaching 92%, especially in areas like empathy and assurance from healthcare workers .
However, the study also revealed a major challenge: a shortage of nurses. In both hospitals studied, the number of nurses was below the required standard. This imbalance can lead to fatigue, slower decision-making, and potential risks for patients. Even the best system cannot function properly without enough trained professionals to run it.
Interestingly, the study found that the triage system itself was not directly linked to patient satisfaction. Instead, satisfaction was more influenced by how patients were treated—through communication, empathy, and professionalism. This highlights an important truth: healthcare is not just about systems and protocols, but also about human connection.
This issue directly relates to SDG 3: Good Health and Well-being, which aims to ensure healthy lives and promote well-being for all. Efficient triage systems help reduce waiting times, prevent complications, and improve survival rates. At the same time, ensuring enough trained healthcare workers is essential to achieving this goal.
So, what can be done? The study recommends increasing both the number and competence of nurses in emergency departments. Regular training, better workforce planning, and continuous evaluation of triage practices are key steps forward. By strengthening both the system and the people behind it, hospitals can provide faster, safer, and more effective care.
In the end, triage is more than just a sorting system it is the frontline of emergency care. When done right, it can save lives. When overlooked, it can cost them. Indonesia’s journey toward better emergency services reminds us that improving healthcare is not just about technology or infrastructure, but about ensuring the right care reaches the right patient at the right time.
Reference:
DOI : 10.30597/mkmi.v20i1.31480
Contact:
Prof. Rini Rachmawaty, S.Kep., Ns., MN, PhD
0812 1391 6730
