Improving the patient's experience in the emergency department during COVID-19 pandemic: a community-based analysis from Western Saudi Arabia.

Abstract

Background Patient satisfaction is an important measure of the health care encounter. It is challenging to achieve a perfect patient experience during the current COVID-19 pandemic, especially from an emergency department visit. Aim This study aimed to assess the factors that improve patient experience during an emergency department (ED) visit in the western region of Saudi Arabia. Methods This is a cross-sectional study, conducted over a month from January to February 2021. Via an electronic survey tool, we used the de en (EQS-H) to measure patients’ satisfaction with their ED encounter. Results The total level of satisfaction was high in 43.66% (n=224) of participants, moderate in 37.04% (n=190), and 19.29% (n=99) were unsatisfied. We noted significant predictors of dissatisfaction, including increasing age, higher educational level, and the existence of chronic diseases. A clear treatment plan and discharge instructions were important determinants for improving patient satisfaction. Conclusion The determinants of patient satisfaction during an ED visit are an important quality marker of the emergency department encounter. Such findings should be used as a benchmark for future programs aiming to improve patients’ experience during ED visits.

Patient Satisfaction With Quality of Care at the Kingdom of Saudi Arabia

“…In the current study, we found that poor satisfaction of the participants was related to the clarity of side effects of the medication, the extent of participation in decision-making, and the clarity of safety procedures that must be followed upon discharge, while the highest satisfaction was observed for the results of investigations and the purpose of medications. Similar results were reported in a recent study that showed poor satisfaction was associated with the clarity of possible side effects of the medications and symptoms they should monitor for the future [ 11 ]. Moreover, another study conducted by Owaidh et al showed that 20.1% of the patients were not satisfied with the clarity of possible side effects associated with medications [ 23 ].…”

“…Additionally, our results showed that respondents aged 26-35 years showed lower satisfaction with the clarity of information (B = -3.62 and P < 0.05), relationship with staff (B = -1.84 and P < 0.1), and overall satisfaction (B = -2.54 and P < 0.05). Some previous studies showed that age is an essential determinant factor in determining satisfaction levels, where older participants had lower levels of satisfaction [10,11,[20][21][22].…”

“…Another study in the western region of Saudi Arabia showed that 48.93% of the patients were highly satisfied with the clarity of information, 33.14% were moderately satisfied, and 17.93% were unsatisfied. Moreover, this study showed that 38.4% were highly satisfied with the relationship with staff and 36.65% were moderately satisfied [ 11 ].…”

A Descriptive Study on Patient Satisfaction with Waiting Time in Emergency Departments: Insights from Hospitals in the Northern Emirates

“…Additionally, it was found that discovered that all three aspectsorganizational, personnel, and administrative-in uence the waiting time in the ED, either positively or negatively. Many patients expressed di culties in obtaining a wheelchair within the ED, which contributed to delays upon entering the department (30). Other organizational factors, such as the triage area, accessibility, service speed, availability of lab tests and X-rays, and ease of locating different sections within the ED, did not hinder the patients' treatment.…”

“…Indeed, the level of satisfaction in UAE hospitals has increased dramatically over the last two decades. However, there is some evidence that dissatisfaction levels are increasing, particularly after the COVID-19 pandemic [10]. In addition, within the UAE's multiple cultural contexts, there is a need to understand the factors associated with patient satisfaction, such as strategies for improving satisfaction.…”