Exploring the Determinants of Patient Satisfaction in Emergency Healthcare: Evidence from Irish EDs

Abstract

Background Patient satisfaction is a crucial indicator of healthcare quality, particularly in emergency departments (EDs), and it influences both clinical outcomes and institutional reputation. In Ireland, despite the significant challenges faced by these settings, including long waiting times and resource constraints, patient satisfaction in EDs has not been thoroughly explored. This article aimed to determine the key indicators influencing patient satisfaction in an Irish Emergency Department (ED). Methods This study was conducted in the ED of an adult teaching hospital in Ireland, utilising a patient satisfaction survey distributed to individuals aged 16 and above who visited the ED. The patient satisfaction determinants were evaluated by estimating multivariate models using PLS analysis to test hypotheses and examine the associations between patient satisfaction dimensions and overall patients’ satisfaction as a dependent outcome measure. Results The analysis revealed that patient satisfaction is significantly and positively influenced by the dimensions of information, responsiveness, and assurance. These findings are crucial for understanding and improving healthcare quality. Interestingly, reliability was found to have a negative impact on patient satisfaction. However, it was also found to play a mediating role in the relationship between information and patient satisfaction, highlighting the complex dynamics of patient satisfaction. The dimensions of tangibility and empathy were not significantly associated with overall satisfaction. The expected mediation effect of responsiveness on reliability and satisfaction was not supported. Conclusion The findings of this study offer valuable insights for healthcare providers and policymakers. By emphasizing the critical importance of improving the quality of information provided to patients, addressing issues related to reliability, and enhancing responsiveness, this study provides practical guidance for enhancing patient satisfaction in emergency care settings. These factors are crucial in meeting patient expectations and boosting overall satisfaction. Continuous monitoring and targeted interventions are recommended to ensure that patient satisfaction levels are maintained and improved in the dynamic environment of emergency care. Implementing these strategies can lead to better patient experiences, improved clinical outcomes, and a stronger institutional reputation.