Factors predicting patient satisfaction in the emergency department: a single-center study

Abstract

IntroductionPatient satisfaction (PS) is the ultimate goal of any medical institute. Evidence shows that satisfied patients are more compliant with their treatments and are more likely to return for future care (1).The primary goal of caregivers should be providing quality care; and PS is not always in line with quality care. Nonetheless, PS determines many outcomes that are important to physicians and managers alike, which make it an important goal for all. There is an ongoing debate over the relationship between clinical outcomes and indices of PS (2, 3). Regardless of this debate, such indicators have been incorporated into the assessment and reimbursement processes of emergency departments (EDs). Therefore, many management decisions aim to improve these indices. Moreover, PS surveys allow insurance companies and health ministries to evaluate physicians, while consumer-oriented Web sites often report PS scores and influence consumer choice (2,4). In the ED, achieving PS is very difficult. The encounter between caregivers and patients in the ED is often complicated by many factors. These complexities often lead to a discrepancy between quality service, as perceived by caregivers, and PS (4,5). In the ED, time and resources are often limited and caregivers cannot fulfill the patients' discretionary needs just to improve their satisfaction. Therefore, a comprehensive consideration of the factors predicting PS can help us make improvements. Often, the perception and interpretation of satisfaction is closely related to the cultural and socio-economic context and the strategies needed for its improvement are not universal. In this study, we aimed to assess patients' satisfaction in the ED of a major trauma center in the city of Qom in Iran. MethodsThis cross-sectional study was designed to assess the factors affecting PS in Nekoee hospital, a regional trauma center in Qom, Iran. Samples were collected randomly from different shifts during a one week period in the summer of 2015. All patients disposed from the emergency department during each shift were included in the study. Patients were excluded if they were unable to answer questions (significant cognitive impairment, were unable to communicate in Farsi) or were unwilling to participate. The questionnaires were completed prior to disposition from the ED. The patients or their designated relatives were introduced to the study by a member of the research team which was not involved in the patient's treatment Original Article AbstractObjective: Patient satisfaction (PS) is a major quality assessment index for the emergency department (ED) which affects patient safety, litigation, reimbursements, and consumer satisfaction. In this study we aimed to recognize the factors affecting PS in our center. Methods: Random shifts during a week were selected and all patients disposed from the ED were asked to fill out a revised and validated Persian version of the Press-Ganey questionnaire with the help of a research assistant. Results were analyzed using a linear regression...

The Culture of Emergency Department in a Public Hospital

“…Fulfilled(satisfied) patients were bound to agreement with treatment, in this manner, their affluence improved. Fulfilled patients are additionally less inclined to guarantee risk (Younesian, Shirvani, & Tabatabaey, 2018). Variables influencing patient satisfaction were of various types.…”

Client’s satisfaction towards emergency medical care at Ayder comprehensive specialized hospital, Mekelle, Ethiopia

“…Client's satisfaction levels to the ED care has been affected by factors like: visiting time of the day, waiting time, outpatient site visited, feeling of discrimination, interpersonal skills/staff attitudes, provision of information/explanation, perceived waiting times, nancial problem, male gender, cleanliness of the emergency area, discharge information, patient courtesy (7)(8)(9)(10)(11)(12)(13)(14)(15).…”