The satisfaction of patient is the most important quality criteria in health care organization. Determination of patient satisfaction is important for increasing quality of service and for providing more qualified service in accordance with patient's requirement. This study was carried out to determine the level of knowledge, thoughts and satisfaction of the public about the 112 Emergency Health Services.
Material and Method:This cross-sectional, self-report study was conducted in May 2013 by applying a face-to-face survey to 600 citizens in 6 regions randomly selected among 18 stations providing emergency health services in Kayseri.
Results:The mean age of the study group was 35.25±11.38 and 52.7% of the group were women, 67.0% of the group were married and 64.6% of the participants were trained in high school and above. According to our findings the 94.8% of the population know the emergency call numbers, 87.2% of them were calls for medical help for "emergency situations". 39.0% of the people have called for ambulance. Participants stated that they were very satisfied with contacting to call centre (79%), with cleanliness of ambulance (82.9%), with attitudes and behaviours of the team (82.5%), with the intelligibility of all responses to questions (74.8% ), with the given information about the patient (70.9%), with care for patients privacy (85.5%). The majority of population know that the 112-emergency call centre asks for information about "the address of the incident" (90.0%), "performance status" (86.3%) and about the "case" (53.3%).
Conclusion:People are very satisfied with ambulance hygiene and equipment, transportation time, staff's attitude and behaviour, communication, informing, patient confidentiality and medical intervention.