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Introduction The healthcare system is critical to the country’s overall growth, which involves the healthy development of individuals, families, and society everywhere. This systematic review focuses on providing an overall assessment of the quality of healthcare delivery during COVID-19. Methodology The literature search was conducted from March 2020 till April 2023 utilising the databases “PubMed,“ “Google Scholar,“ and “Embase.“ A total of nine articles were included. Descriptive statistics was performed using Microsoft Excel. PROSPERO registration ID- CRD42022356285. Results According to the geographic location of the studies included, four studies were conducted in Asia [Malaysia(n = 1); India (Madhya Pradesh) (n = 1); Saudi Arabia(n = 1); Indonesia (Surabaya) (n = 1)], three in Europe [U.K. (n = 1); Poland (n = 1); Albania (n = 1)] and two in Africa [Ethiopia(n = 1); Tunisia (n = 1)]. Overall patient satisfaction was found highest among studies conducted in Saudi Arabia (98.1%) followed by India (Madhya Pradesh) (90.6%) and the U.K. (90%). Conclusion This review concluded five different aspects of patients satisfaction level i.e. reliability, responsiveness, assurance, empathy, and tangibility. It was found that the empathy aspect had the greatest value of the five factors, i.e., 3.52 followed by Assurance with a value of 3.51.
Introduction The healthcare system is critical to the country’s overall growth, which involves the healthy development of individuals, families, and society everywhere. This systematic review focuses on providing an overall assessment of the quality of healthcare delivery during COVID-19. Methodology The literature search was conducted from March 2020 till April 2023 utilising the databases “PubMed,“ “Google Scholar,“ and “Embase.“ A total of nine articles were included. Descriptive statistics was performed using Microsoft Excel. PROSPERO registration ID- CRD42022356285. Results According to the geographic location of the studies included, four studies were conducted in Asia [Malaysia(n = 1); India (Madhya Pradesh) (n = 1); Saudi Arabia(n = 1); Indonesia (Surabaya) (n = 1)], three in Europe [U.K. (n = 1); Poland (n = 1); Albania (n = 1)] and two in Africa [Ethiopia(n = 1); Tunisia (n = 1)]. Overall patient satisfaction was found highest among studies conducted in Saudi Arabia (98.1%) followed by India (Madhya Pradesh) (90.6%) and the U.K. (90%). Conclusion This review concluded five different aspects of patients satisfaction level i.e. reliability, responsiveness, assurance, empathy, and tangibility. It was found that the empathy aspect had the greatest value of the five factors, i.e., 3.52 followed by Assurance with a value of 3.51.
The outbreak of covid-19 is having a significant impact on both the physical and social environment. Over 108.2 million people still uncounted (1). Among the sectors of a hospital, the emergency service is one of the most challenging in relation to the promotion of care quality. Achieve good levels of satisfaction of patients of these services is a difficult task (2) due to weaknesses caused by overcrowding, lack of hospital beds, lack of human resources and inadequate physical infrastructure to meet all demand (3). The difficult situation created, during the pandemic outbreak, focused the entire influx of patients, in the emergency service, which encountered the initial difficulties, of facing a completely unknown and unimaginable crisis, deepening the above problems. Patient satisfaction, as a perception and an attitude that a consumer can have or view towards a total experience of health care, is a multidimensional aspect, which represents a vital key marker for the quality of health care delivery (4). The purpose of this study is to assess patient’s satisfaction with the emergency service in the regional hospital of Durres, during Covid-19 pandemic period, as well as to identify the main problems that led to patient’s dissatisfaction with the quality of service. In a for month period, 200 patients who received services at this hospital while affected by covid-19, were interviewed. A structured questionnaire was used to collect data from participants. The collected data were processed by SPSS statistical software. The main result of the analysis, showed that 62% of the respondents were satisfied with the service received, and that the degree of dissatisfactions on the rest of the patients was mainly related to the large number of patients hospitalized ate the same time, which created uncertainty among patients, about the service received and the fear to neglect. Preparing staff to deal with such critical situations is a must, as a good proportion of patients often perceived the insecurity of physicians and nurses in providing first aid. The overall opinions about the satisfaction level of patients for the availability and empathy of doctors in the hospital were good. As a conclusion we can say that there is a strong positive relationship between patients satisfaction and the promptness in the service as well as the necessary spaces for the treatment of patients.
Background: The aim of this study was to assess the quality of assistance provided by emergency medical service (EMS) and hospital emergency department (ED) staff in the opinion of patients. Methods: Simple random sampling was performed to select the responders. A group of 131 people who correctly completed the questionnaire form was included in the study. The questionnaire was directed only to patients receiving EMS and/or ED assistance during the time period when the pandemic was announced in Poland. Results: Problems in the ED were reported by 38 people (31.15%), and calling EMS was reported as generating problems by 7 people (16.67%). Dissatisfaction with the help provided in EDs was reported by 33 patients (27.05%), and dissatisfaction with the help by EMS was reported by eight people (19.05%). The assessment of the patient’s satisfaction level significantly correlated with the waiting time in the ED (Spearman = 0.217; p = 0.016) as well as with the waiting for EMSs (Spearman = 0.403; p = 0.008). Conclusions: Patients of the ambulance service and hospital emergency departments during the pandemic positively assessed the actions of medical services, despite significant delays in providing health services.
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