Patients' satisfaction with emergency care services in a University Teaching Hospital in South-West, Nigeria

Abstract

Background Patient satisfaction is a measure of the extent to which patients are contented with the health care they received from their health care provider. Objective The goal of this study was to measure the satisfaction of patients admitted to the Emergency Centre and to determine the factors affecting the satisfaction. Method A cross-sectional study was conducted over four months among patients admitted into the Emergency Centre of the hospital. Systematic sampling method was used by trained personnel who collected the data from the participants using a pre-tested structured questionnaire. Result Out of 199 patients that participated, 51.3% rated the reception at the Emergency Centre as very good while the speed of pain control was rated as excellent by only 9.0% of the participants. The time to surgical intervention was rated very good and excellent by 57.3% and 9.5% respectively. Comparable value was obtained by both nurses and doctors on the overall attitude across the 5 scoring domains. Overall, 90.5% of participants were satisfied with the services and experiences at the Emergency Centre of the hospital, however, suggested areas of improvement include employment of more staff by 51.8%, provision of more equipment by 41.2%, and 27.6% requested for availability of more facilities. Conclusion A high percentage of the patients were satisfied with the overall service in our Emergency Centre while some other areas require improvement.

An Analysis on Nurse Knowledge and Attitude on Pre-Hospital Ambulance Service Satisfaction in Bali, Indonesia

“…A good nurse attitude to deliver nursing service would improve patient satisfaction during the service [13], [14]. The similar research has also stated about positive attitude performed by the nurse to give nursing service could raise a positive effect on patient satisfaction [18]. The positive attitude owned by nurse relating to emergency service would affect greatly on patient in his emergency condition [19].…”

Patient-perceived indicators as a basis for satisfaction assessment of healthcare

“…Patients are not expecting quality health care but also the ways health staff communicate or interact with patients. health staff behaviors and attitudes, emotional supports, and respect for the patient preferences influence patient perception of satisfaction [3]. Some studies found that politeness, respect, and careful listening of the nurses are the most powerful trigger of patient satisfaction [9], [24], [25].…”

Obtaining feedback from patients and their family in the emergency department

“…Evidence internationally suggests that health care is more efficient and effective when the experiences of patients and their family members are determined in order to establish their expectations [7 , [9] , [10] , [11] . The outcome of patient and family experiences and or satisfaction with healthcare staff and services, infrastructure and the ED environment has been utilized as an indicator for performance management, quality of service and to inform choices among healthcare providers globally [10 , [12] , [13] , [14] .…”