What Can We Do to Improve Patient Satisfactıon in the Emergency Department? A Prospective Study in a Turkish University Hospital
Abstract
Introduction: In recent years, patients' satisfaction with emergency medical services provided to them has been one of the main criteria in the evaluation of the quality of these services. Objective: The goal of our study was to determine the factors that affect the satisfaction of patients admitted to the emergency department (ED) and to provide new regulations. Method: This prospective and descriptive study included 341 patients who utilized the ED services of a university hospital between October 1, 2004, and June 30, 2005. The patients' demographic and visit characteristics, waiting times, and the total duration of stay in the ED were noted in the prepared questionnaire. In addition, all patients were asked to indicate their level of satisfaction with the care received in the ED based on a five-point Likert scale. The results were analyzed using ANOVA, chi-square, and logistic regression tests. Results: Of the 341 patients, 219 (64.2%) were satisfied with the care they had received in the ED. Factors such as doctor and nurse behavior, medical information, the frequency of doctors and nurses visits, the ease of access to personnel, the cleanliness of the ED, and the availability of technical equipment had a statistically significant effect on the overall satisfaction of the patients (p < 0.05). Conclusion: The quality of patient care provided and the features of the ED determine the patients’ satisfaction with the ED services.
2. Boudreaux ED, Mandry CV, Wood K. Patient satisfaction data as a quality indicator: a tale of two emergency departments. Acad Emerg Med. 2003;10(3):261-8.
3. Welch SJ. Twenty years of patient satisfaction research applied to the emergency department: a qualitative review. Am J Med Qual. 2010;25(1):64-72.
4. Debehnke D, Decker MC. The effects of a physician-nurse patient care team on patient satisfaction in an academic ED. Am J Emerg Med. 2002;20(4):267-70.
5. Nairn S, Whotton E, Marshal C, Roberts M, Swann G. The patient experience in emergency departments: a review of the literature. Accid Emerg Nurs. 2004;12(3):159-65.
6. Stevens M, Reininga IH, Boss NA, van Horn JR. Patient satisfaction at and after discharge. Effect of a time lag. Patient Educ Couns. 2006;60(2):241-5.
7. Toma G, Triner W, McNutt LA. Patient satisfaction as a function of emergency department previsit expectations. Ann Emerg Med. 2009;54(3):360-7.e6.
8. McCarthy ML, Ding R, Zeger SL, Agada NO, Bessman SC, Chiang W, et al. A randomized controlled trial of the effect of service delivery information on patient satisfaction in an emergency department fast track. Acad Emerg Med. 2011;18(7):674-85.
9. Yardan T, Genc S, Baydin A, Aydinkal E, Sunter A. Determinants of patient satisfaction with an emergency department observation unit. Hong Kong J Emerg Med. 2012;19(3):151-61.
10. Boudreaux ED, Ary RD, Mandry CV, McCabe B. Determinants of patient satisfaction in a large, municipal ED: the role of demographic variables, visit characteristics, and patient perceptions. Am J Emerg Med. 2000;18(4):394-400.
11. Topacoglu H, Karcioglu O, Ozucelik N, Ozsarac M, Degerli V, Sarikaya S, et al. Analysis of factors affecting satisfaction in the emergency department: a survey of 1019 patients. Adv Ther. 2004;21(6):380-8.
12. Boudreaux ED, D'Autremont S, Wood K, Jones GN. Predictors of emergency department patient satisfaction: stability over 17 months. Acad Emerg Med. 2004;11(1):51-8.
13. Manolitzas P, Grigoroudis E, Matsatsinis N. Using multicriteria decision analysis to evaluate patient satisfaction in a hospital emergency department. J Healthc Manag. 2014;16(2):245-58.
14. Bikker AP, Thompson AG. Predicting and comparing patient satisfaction in four different modes of health care across a nation. Soc Sci Med. 2006;63(6):1671-83.
15. Campanella HC, Campanella PM, Grayson K. Factors affecting Department of Defense patient satisfaction in a military emergency department. Mil Med. 2000;165(5):396-402.
16. Soleimanpour H, Gholipouri C, Salarilak S, Raoufi P, Vahidi RG, Rouhi AJ, et al. Emergency department patient satisfaction survey in Imam Reza Hospital, Tabriz, Iran. Int J Emerg Med. 2011;4:2.
17. Hedges JR, Trout A, Magnusson AR. Satisfied Patients Exiting the Emergency Department (SPEED) Study. Acad Emerg Med. 2002;9(1):15-21.
18. Sun BC, Adams J, Orav EJ, Rucker DW, Brennan TA, Burstin HR. Determinants of patient satisfaction and willingness to return with emergency care. Ann Emerg Med. 2000;35(5):426-34.
19. Soremekun OA, Takayesu JK, Bohan SJ. Framework for analyzing wait times and other factors that impact patient satisfaction in the emergency department. J Emerg Med. 2011;41(6):686-92.
20. Lambe S, Washington DL, Fink A, Laouri M, Liu H, Scura Fosse J, et al. Waiting times in California's emergency departments. Ann Emerg Med. 2003;41(1):35-44.
21. Patel PB, Vinson DR. Team assignment system: expediting emergency department care. Ann Emerg Med. 2005;46(6):499-506.
Files | ||
Issue | Vol 2 No 4 (2018): Autumn (October) | |
Section | Original article | |
PMCID | PMC6548146 | |
PMID | 31172104 | |
Keywords | ||
Emergency medical service Patient care Quality |
Rights and permissions | |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |