Background: Emergency Installation as the main gate for handling emergency cases in hospitals has an important function in efforts to save clients' lives, because in the implementation phase must refer to the basic principles of emergency care namely saving time is life saving with the measure of success of this thing is respond time for 5 minutes. Object: to explore the respond time in emergency installation health service at Haji Hospital Medan. Methods: A qualitative study with analytic description was used. Thirty informants were selected using total sampling in this study. The data were gathered in-depth interview. Analysis and interpretation used verbatim descriptions in Bahasa Indonesia and subsequently translated into English language. Results: The application of triage at Haji Hospital has been carried out but it has not had a Standard Procedure Operational about triage. Conclusion: It is recommended to the management to make SPO about triage. Thus, it facilitates and standardizes service standards at the emergency department. For further researchers to be able to conduct more in-depth research on patient satisfaction in obtaining emergency services at the emergency department.
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