Patient Satisfaction in the Emergency Department: The University Hospital Sample

Abstract

Quality, adequate and fast service in the emergency department creates satisfaction in patients. In order to improve patient satisfaction, it is necessary to determine the level of satisfaction. In this study, it was aimed to determine the level of patient satisfaction in the emergency department. In this descriptive study, patients who admitted to the adult emergency department of a university hospital constituted the universe of the study. The study was conducted with 310 participants. A questionnaire method was used to collect the data. SPSS statistical program was used for data analysis. It was found that 57.7% of the participants were female, 59% were married, and 43.7% were university graduates. The mean BEPSS score was in the range of 1-4 (3.2±0.5). Positive correlations were found between BEPSS overall score and nurse satisfaction (r=0.720, p<0.01), hospital receptionist satisfaction (r=0.640, p<0.01), emergency department environment (r=0.709, p<0.01), physician care satisfaction (r=0.711, p<0.01), and general patient satisfaction (r=0.735, p<0.01) sub-dimensions. In our study, the emergency department satisfaction levels of the patients were high. There is no difference in emergency department satisfaction levels according to the sociodemographic characteristics of the participants. There is a statistically significant positive correlation between the overall BEPSS and its sub-dimensions. The high level of satisfaction should be maintained by emergency health personnel and administrators by making controls and continuous improvements in the elements that constitute the emergency department satisfaction.