Objective: Indonesia's emergency care system remains suboptimal despite rising demand due to socio-economic changes and increased life expectancy. This study aims to examine patient and family perceptions of the current emergency care system, identify potential needs, and provide a foundation for its development and improvement. Methods: This cross-sectional study used an online survey at two Indonesian hospitals in 2022 to target adult emergency department patients or their families. Each participant's demographic data, patient journey details, and potential additional medical services were analyzed using descriptive statistics. Results: The study included 446 participants, primarily family members of patients (93.7%), with a median age of 37 (IQR: 28 to 43 years). The majority of patients visited the hospital using private cars (36.9%) and taxis (17.2%), with marked variation between the two hospitals. Only 9.4% of participants were aware of Public Safety Center (PSC) services, and the majority (58.9%) did not use them because they did not know how to contact PSC. The most common waiting time was up to 20 minutes at two tertiary care hospitals. Additional services desired by participants included doctor reservation systems, medical interview applications, and home visitation services. Reported problems included long waiting times and crowded emergency rooms. Conclusions: The study highlights transportation disparities and the demand for supplemental services to better emergency department experiences. For optimizing PSC utilization and future resource distribution, it is vital to further investigate patient behaviors and needs during emergency department visits.

The authors have declared no competing interest.

This study did not receive any funding.

I confirm all relevant ethical guidelines have been followed, and any necessary IRB and/or ethics committee approvals have been obtained.

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The details of the IRB/oversight body that provided approval or exemption for the research described are given below:

The Ethics Review Committee of TXP Medical Co. Ltd gave ethical approval for this work.

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All data produced in the present study are available upon reasonable request to the authors.