Level of Satisfaction of Patients Admitting to Emergency Room

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Objective: Patient satisfaction is a function depending on expected benefit and performance of the service received, as well as the compliance of the service delivery with sociocultural values. Emergency services are regarded as 24-hour open storefront of the hospitals. This study aimed to delineate the factors effective on satisfaction of emergency patients and to increase emergency patient satisfaction by means of recommendations that would be made. Material and Methods: This study was carried out via filling up the pre-prepared questionnaire forms with face-to-face interview technique on 180 people admitted to Afyon Kocatepe University Emergency Service for various reasons, between 01 and 28 February 2012. Results: Sixty-one point seven percent of the participants were female and 42,2 % were between 20 and 40 years of age. In total, 51,1 % were over 40 years of age. The most common reason for application to emergency service was the satisfaction from the previous service. The ratio of patients who thought that they were satisfactorily informed by the physician was 45 % whereas the ratio who felt not to be satisfactorily informed by the physician was 7,2 %; those who thought they were not informed at all had a ratio of 21,1 %. Conclusion: All these results collectively suggest that it would be reasonable to concentrate on the areas with a relatively low satisfaction level, and to pursue to maintain or boost the level of the areas with a high satisfaction. Quality studies should be accelerated by also considering employee satisfaction.

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Emergency service , patient satisfaction , service

Kocatepe Medical Journal

136

Kocatepe Medical Journal