ABSTRACT
| Emergency rooms (ERs) are often hectic environments with high patient volumes and complex medical situations. Ensuring patient and relative satisfaction within these demanding settings is critical for quality healthcare delivery. This study aimed to assess the satisfaction of patients and relatives with the services provided in an ER through a questionnaire-based survey. A cross-sectional study was conducted at the ER of our hospital. Consecutive patients or their accompanying relatives (aged ≥18 years) attending the ER between March – June 2023 were invited to participate. Those presenting with life-threatening conditions or cognitive impairment were excluded. A validated questionnaire, adapted from the Picker Institute ER Patient Experience Survey, was used to collect data on various aspects of patient care. A total of 50 participants (30 patients and 20 relatives) completed the questionnaire. The average waiting time to see a doctor was 45 minutes, and 82% of respondents reported being satisfied with the wait time. Communication with healthcare providers was rated good or excellent by 90% of participants. Information provision and treatment explanation were also perceived positively by 88% of respondents. Pain management and symptom control received high satisfaction scores (85%). Overall, 84% of patients and 88% of relatives expressed satisfaction with the quality of care received in the ER. Implementing targeted interventions focused on reducing wait times, enhancing communication, and optimizing pain management can further improve the patient experience and contribute to better quality healthcare delivery in ER settings. |
Keywords
Emergency room, satisfaction, questionnaire.
MJE 2024-1-12-15 – Original – Zhang- Satisfaction about the Service in Emergency Room A Questionnaire-Based StudyDownload
MJE-011
Medical Journal of Europe 