Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Son, Heesook; Yom, Young-Hee

doi:10.1111/jjns.12132

Cited by 9 publications

(7 citation statements)

References 41 publications

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“…Our data reported a high level of satisfaction of caregivers (88%) with the health care services provided to their sick infants, which was either comparable or higher than that reported from Nepal (82%)[ 16 ], South Korea (75%) [ 17 ], Ethiopia (63%) [ 18 ] and Ghana (50%) [ 19 ]. Results were mixed for counselling provided to care-takers by the HCPs in our survey.…”

Section: Discussionsupporting

confidence: 58%

Evaluating implementation of “management of Possible Serious Bacterial Infection (PSBI) when referral is not feasible” in primary health care facilities in Sindh province, Pakistan

et al. 2020

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Background The World Health Organization (WHO) launched a guideline in 2015 for managing Possible Serious Bacterial Infection (PSBI) when referral is not feasible in young infants aged 0-59 days. This guideline was implemented across 303 Basic Health Unit (BHU) Plus primary health care (PHC) facilities in peri-urban and rural settings of Sindh, Pakistan. We evaluated the implementation of PSBI guideline, and the quality of care provided to sick young infants at these facilities. Methods Thirty (10%) out of 303 BHU Plus facilities were randomly selected for evaluation. A survey team visited each facility for one day, assessed the health system support, observed the management of sick young infants by health care providers (HCP), validated their management, interviewed HCPs and caretakers of sick infants. HCPs who were unable to see a young infant on the day of survey were evaluated using pre-prepared case scenarios. Results Thirty (100%) BHU Plus facilities had oral amoxicillin, injectable gentamicin, thermometers, baby weighing scales and respiratory timers available; 29 (97%) had disposable syringes and needles; 28 (93%) had integrated management of childhood illness (IMCI)/PSBI chart booklets and job aids and 18 (60%) had a functional ambulance. Each facility had at least one HCP trained in PSBI, and 21 (70%) facilities had been visited by a supervisor in the preceding six months. Of 42 HCPs, 19 (45.3%) were trained within the preceding 12 months. During the survey, 26 sick young infants were identified in 18 facilities. HCPs asked about

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Section: Discussionsupporting

confidence: 58%

Evaluating implementation of “management of Possible Serious Bacterial Infection (PSBI) when referral is not feasible” in primary health care facilities in Sindh province, Pakistan

et al. 2020

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“…In Ethiopia, under two-thirds of respondents reported being satisfied with their healthcare provider [17], and around 50% in another Africa-based study [18]. In the Korean setting, the level of satisfaction was higher, 75% [19], suggesting that cultural context may play a large part in the results of this indicator.…”

Section: Discussionmentioning

confidence: 99%

Clinical communication and caregivers’ satisfaction with child healthcare in Nepal; results from Nepal Health Facility Survey 2015

Trimmer

2019

BMC Health Serv Res

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BackgroundPatient satisfaction is an important measure of quality of care and a determinant of health service utilisation and the choice of health facility. Measuring patients’ experiences is important for understanding and improving the quality of care at health facilities. The aim of this study was to assess levels and identify associated factors of caregivers’ satisfaction and provider-caregiver communication within child healthcare in Nepal.MethodsSecondary analysis of Sick Child Exit Interviews (n = 2092) sourced from 2015 Nepal Health Facility Survey data. Satisfaction was measured through caregivers’ satisfaction with services received and their willingness to recommend the health facility visited. Communication indicators were chosen based on the 2014 WHO IMCI guidelines and aggregate communication scores were calculated based on the number of indicators acknowledged during assessments. Logistic regression was used for analysis.ResultsAlthough most respondents (82.1%) reportedly were satisfied with the care provided, only 35.9% experienced good communication with their providers. Caregivers who had ever attended school were more likely to be satisfied with services (1.44, CI 95% 1.04–1.99). Type of provider, sex of child or who the caregiver was had no association with caregivers’ satisfaction. Having been given a diagnosis doubled the chances of satisfaction (AOR 2.04, 95% CI 1.38–3.00), as did discussion of the child’s growth (OR 1.71, 95% CI 1.06–2.76) and having discussed any of the included topics (AOR 1.98, CI 95% 1.14–3.45).ConclusionsInterventions to improve healthcare staff’s communication skills are needed in Nepal to further enhance satisfaction with services and increase quality of care. However, this is an area that need further investigation given the high levels of satisfaction displayed despite poor communication. Other factors in the health care exchange between provider and clients are influencing the level of satisfaction and need to be identified and promoted further. High-quality care is no longer a goal for the future or only for high income settings; it is essential for reaching global health goals.

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“…Soleimanpour et al also reported that higher education was correlated with more dissatisfaction (6). Several studies have noted that older patients are more likely to be satisfied with the care they receive (9,20,22,25). Another interesting factor recorded by Abolfotouh et al was symptom improvement as reported by the patient (21).…”

Section: Discussionmentioning

confidence: 85%

Factors predicting patient satisfaction in the emergency department: a single-center study

Younesian¹,

Shirvani²,

Tabatabaey³

2017

J Emerg Pract Trauma

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IntroductionPatient satisfaction (PS) is the ultimate goal of any medical institute. Evidence shows that satisfied patients are more compliant with their treatments and are more likely to return for future care (1).The primary goal of caregivers should be providing quality care; and PS is not always in line with quality care. Nonetheless, PS determines many outcomes that are important to physicians and managers alike, which make it an important goal for all. There is an ongoing debate over the relationship between clinical outcomes and indices of PS (2, 3). Regardless of this debate, such indicators have been incorporated into the assessment and reimbursement processes of emergency departments (EDs). Therefore, many management decisions aim to improve these indices. Moreover, PS surveys allow insurance companies and health ministries to evaluate physicians, while consumer-oriented Web sites often report PS scores and influence consumer choice (2,4). In the ED, achieving PS is very difficult. The encounter between caregivers and patients in the ED is often complicated by many factors. These complexities often lead to a discrepancy between quality service, as perceived by caregivers, and PS (4,5). In the ED, time and resources are often limited and caregivers cannot fulfill the patients' discretionary needs just to improve their satisfaction. Therefore, a comprehensive consideration of the factors predicting PS can help us make improvements. Often, the perception and interpretation of satisfaction is closely related to the cultural and socio-economic context and the strategies needed for its improvement are not universal. In this study, we aimed to assess patients' satisfaction in the ED of a major trauma center in the city of Qom in Iran. MethodsThis cross-sectional study was designed to assess the factors affecting PS in Nekoee hospital, a regional trauma center in Qom, Iran. Samples were collected randomly from different shifts during a one week period in the summer of 2015. All patients disposed from the emergency department during each shift were included in the study. Patients were excluded if they were unable to answer questions (significant cognitive impairment, were unable to communicate in Farsi) or were unwilling to participate. The questionnaires were completed prior to disposition from the ED. The patients or their designated relatives were introduced to the study by a member of the research team which was not involved in the patient's treatment Original Article AbstractObjective: Patient satisfaction (PS) is a major quality assessment index for the emergency department (ED) which affects patient safety, litigation, reimbursements, and consumer satisfaction. In this study we aimed to recognize the factors affecting PS in our center. Methods: Random shifts during a week were selected and all patients disposed from the ED were asked to fill out a revised and validated Persian version of the Press-Ganey questionnaire with the help of a research assistant. Results were analyzed using a linear regression...

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Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Cited by 9 publications

References 41 publications

Evaluating implementation of “management of Possible Serious Bacterial Infection (PSBI) when referral is not feasible” in primary health care facilities in Sindh province, Pakistan

Evaluating implementation of “management of Possible Serious Bacterial Infection (PSBI) when referral is not feasible” in primary health care facilities in Sindh province, Pakistan

Clinical communication and caregivers’ satisfaction with child healthcare in Nepal; results from Nepal Health Facility Survey 2015

Factors predicting patient satisfaction in the emergency department: a single-center study

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