Dimensions of Patient Experience and Overall Satisfaction in Emergency Departments (original) (raw)
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Analysis of factors affecting satisfaction in the emergency department: A survey of 1019 patients
Advances in Therapy, 2004
The objective of this study was to identify factors that affect overall satisfaction of patients admitted to the emergency department (ED). All consecutive adult patients in the ED during a 14-day period who could communicate well were enrolled into this cross-sectional analytic study. Patients' demographic data, information on care, and level of satisfaction were recorded. Patients were asked to rate specific issues concerning their satisfaction (good and excellent) on a 5-point Likert scale. Response to the survey was obtained from 1019 (91.6%) of 1113 patients for analysis during the study. Satisfaction with physician experience, physician attitude, triage, explanation of health status and treatment, and discharge instructions were found to have significant impact on satisfaction (P<.001 for each). Satisfaction with physician experience level was the most important factor affecting overall satisfaction. Patient perception of the total time spent in the ED as "short" and "very short" was not demonstrated to be significantly related to overall satisfaction (P=.162). Temporal perceptions as "long" and "very long" were shown to be significantly related to overall satisfaction (P<.001). Behavioral characteristics of the healthcare providers and the hospital itself were the factors that had the greatest impact on overall satisfaction of the ED population evaluated.
Factors affecting patient satisfaction in the emergency department
World Journal Of Advanced Research and Reviews, 2023
In the revised version, the questionnaire was applied to both outpatients and inpatients. Results: A total of 18,034 patients applied to the Emergency Department of Ondokuz Mayıs University Hospital during the study period and 284 of whom were followed-up as in patients in the emergency observation unit. The study was carried out with 565 randomly selected patients meeting the inclusion criteria. Of these patients, 187 (33.10%) were treated in the emergency observation unit and 378 (66, 90%) were treated in the emergency outpatient clinic. The rate of the patients who stated that they were satisfied with the service they received was 80.4% (304) in those receiving treatment in the emergency outpatient clinic while 88.2% (1165) in those receiving treatment in the emergency observation unit. Conclusion: Behaviors of nurses and physicians as well as their care and interventions were determined to be the most influential factors on patient satisfaction. In addition, it was revealed that there was a negative correlation between satisfaction and patient education level, where as a positive correlation between satisfaction and patient age and inpatient follow-up.
International Journal of Public Policy, 2010
This study was aimed to examine patient satisfaction in Taiwan hospital-based emergency departments (ED). The 460 ED patients were surveyed -66 from medical centers, 101 form regional hospitals and 293 from district hospitals. A structured questionnaire were developed covering three service dimensions including perceived waiting times, service quality of medical professionals and physical environments in the ED. The overall ED patient satisfaction and willingness to promote the ED were also measured. It found that perceived waiting times and professional service quality were the factors associated with the overall ED patient satisfaction and willingness to promote the ED. In addition, this study might be the first one to examine the ED about their physical environments. As expected, the issue of privacy, clearness, noises, air smell, temperature and direction signals had played important roles on the overall ED patient satisfaction and willingness to promote the ED.
Preliminary Validation of a Patient Satisfaction Instrument in the Emergency Department
Global Journal of Health Science, 2020
Statement of the purpose: The aim of this study was to develop a valid and reliable satisfaction tool that can be utilised in the emergency departments (EDs) of hospitals throughout Sharjah, United Arab Emirates (UAE). Methods: The study followed a cross-sectional study design. The study was conducted during the period from October 2018 to January 2019. The participants were conveniently sampled. The total number of eligible questionnaires for analysis accounted for 207. The data collection tool was developed following a review of literature which yielded 25 statements. Satisfaction levels were measured using a 3-point Likert scale (satisfied=3, do not know=2, dissatisfied=1). The tool was validated through face validity performed by the research team. Content validity performed by a panel of nine randomly selected specialists. Principal components analysis was done to extract the relevant components to the statements on the tool. Results: Scale content validity index= 0.836. Princi...
Journal of Patient Experience, 2020
Press Ganey survey data are used by institutions to understand patient experiences in the emergency department (ED). The present mixed-methods retrospective cohort study examined the effects of hallway placement, pain management reporting, communication approaches, time spent in the ED, and other demographic variables on predicting satisfaction ratings of doctors, nurses, and overall ED care. A total of 4940 patient responses between January 1, 2012, and December 31, 2017, were analyzed from 2 EDs associated with an academic institution and tertiary care center. Consensus coding was used to qualitatively capture patient responses that relate to communication issues pertaining to care/empathy and understandings of ED procedures. After controlling for multiple factors, hallway placement, pain management, and understanding of ED procedures were associated with higher odds of negative ratings for doctors, nurses, and overall assessment. Issues with patient communication, particularly regarding understanding of ED procedures, were found to be a strong predictor of negative ratings of doctors, nurses, and overall care. These findings point to the improvements in communication as a potential point of intervention in mitigating negative patient experiences.
A Survey of Patients' Satisfaction in Emergency Department of Rasht Poursina Hospital
SBMU publishing, 2014
Introduction: Patients' satisfaction (PS) is one of the important indicators of emergency care quality and outcomes of health care services. Some researchers believe that improve the work processes and hospital quality are not possible without caring to comments, requirements, expectations, and satisfaction of patients. The percent study was aimed to assess the emergency department (ED) PS of Poursina hospital, Rasht, Iran. Methods: In this descriptive cross sectional study, the samples was selected from 378 patients admitted to ED of Poursina Hospital, Rasht, Iran, 2013. For each patient a check list and a questionnaire, including 37 questions about PS, were filled that had categories like physical comfort and residential aspects, physicians care, nurse care, behavioral aspect, and waiting time for service presentation. Data were analyzed by SPSS version 16. Results: Entirely, 378 patients were entered to the study with mean age of 38.44±17.8 (60.8% male). The mean score of total satisfaction of ED patients was 106.94±13.62 (range: 72-144). The mean score of physical comfort was 33.25±4.76 out of the highest obtainable score of 55, nurse care 25.33±5.13 out of 40, physician care 24.34±3.38 out of 40, waiting time for services 13.42±5.48 out of 30, and behavioral aspects 10.58±2.66 out of 20. There were significant relation among PS, sex (P=0.0001), and the shift of admission (P=0.023). Conclusion: The findings of percent study showed that giving services to emergency clients in various fields such as physical comfort and residential aspects, physicians care, nurse care, and the total ED satisfaction is relatively agreeable. The periodic and continuous assessment as well as comparison of satisfaction and dissatisfaction parameters during the time, before and after performing the changes, could be effectual.
Journal of the Chinese Medical Association : JCMA, 2004
The present era of a competitive healthcare environment indicates that providers have been convinced that attentiveness to patient satisfaction is integral to care quality and market share. Patient satisfaction is especially critical for frequent users of the emergency department (ED). The aim of this study was to compare satisfaction of overall ED care between frequent and infrequent ED users, and to find out the factors determining satisfaction among the frequent ED users. Frequent ED users (> or = 4 visits/per year) and infrequent ED users (< 4 visits/per year) were selected randomly from patients visiting the adult ED of a public tertiary medical center from October 1, 2000 to September 30, 2001. Retrospective telephone interviews were completed for 200 frequent users and 200 infrequent users. Ordinal logistic regression analysis was performed. Infrequent ED users tended to give a higher satisfaction rating than frequent ED users to emergency care (OR = 2.14; 95% CI = 1.40...
Patient satisfaction in the emergency department: a case of Sina hospital in Tabriz
Abstract Objective: Patient satisfaction is one of the most important indicators for measuring the quality of emergency services and health care. The purpose of this study was to evaluate the patients’ satisfaction in the emergency department (ED) of Sina hospital. Methods: This descriptive, cross-sectional study was performed during one month in Sina hospital in 2014. Data were collected by a questionnaire which its validity and reliability were confirmed in previous studies. The questionnaire consisted of 2 parts. Part 1 included the demographic characteristics and part 2 encompassed the scales of satisfactory. Data analysis was conducted by SPSS version 15. Results: Totally, 425 patients participated in this study. The mean age of patients was 41.6±17.6 years. The mean total score of patient satisfaction was 17.43±1.56. The maximum satisfaction was related to the knowledge of physicians and the minimum satisfaction was related to the remaining period in the ED. Additionally, there was a desirable satisfaction for nurses’ performances. In terms of satisfaction regarding the physical environment and the workflow of the ED, the results were moderate. There was a significant statistical difference regarding nurses and physicians behavior in the ED during different working shifts, vacation days, and workdays. Conclusion: Based on the results obtained, patients had good satisfaction for the received services in the ED. It is necessary to develop physical spaces and improve the workflow of patients in the ED. Keywords: Patient Satisfaction, Emergency Service, Hospital