Background

Regardless of the level of healthcare facility to which patients present, the majority of their complaints can be managed within primary care settings.

Objectives

This study aims to assess whether patients assigned a yellow triage code who were treated on an outpatient basis in the emergency department had previously consulted their family physicians. It also investigates reasons for not consulting family physicians and evaluates satisfaction with family medicine services.

Material and methods

This prospective, cross-sectional study included 380 patients aged 18 and above who presented to the Yellow Area Polyclinic of Atatürk University Hospital Emergency Department and met the inclusion criteria. The EUROPEP (European Patients Evaluate General/Family Practice) scale was administered to assess satisfaction with family medicine services.

Results

A significant difference in marital status was observed between those who presented during and outside working hours (p = 0.040). Emergency visits during working hours were more frequent among patients with chronic diseases and those on continuous medication (p < 0.05). Although 95.5% of participants were aware of the family medicine system, most did not actively use communication channels. Higher awareness of family physicians’ capabilities – associated with increased health literacy – was linked to a greater likelihood of utilizing family medicine services.

Conclusions

Enhancing health literacy, particularly among individuals with lower education levels, could encourage more frequent and appropriate use of family medicine services. Expanding the scope of family medicine and implementing communication strategies to increase public trust may reduce unnecessary emergency department visits and improve satisfaction with primary care services.