The analysis of variables affecting patient satisfaction levels in a hospital emergency department based on a selected emergency unit
The analysis of variables affecting patient satisfaction levels in a hospital emergency department based on a selected emergency unit

Summary/Abstract: Background: Patient satisfaction is perceived as one of the primary criteria when evaluating quality in the medical services field. Aim of the study: To analyze and evaluate the level of satisfaction with the services provided by medical and nursing staff among patients of a selected Emergency Department (ED). Material and methods: This observational study was conducted between September and December 2022 using data collected from 122 patients of the ED who completed the Patient Satisfaction Questionnaire and a self-prepared questionnaire. Results: Using an 11-grade scale from 0-10 (0 - the worst of all possible hospitals, 10 - the best of all possible hospitals), only 15.83 % (n = 19) evaluated the hospital as ‘the best.’ Most respondents, 23.33 % (n = 28), gave the hospital an 8 or 9-point rating, equating to 18.33 % (n = 22). When asked how often they were treated with respect and kindness by the nursing staff, the respondents answered ‘always’ (70.83 %, n = 85) or ‘usually’ (27.50 %, n = 33) most frequently, and in response to being asked how often the doctors treated them with respect and kindness, the most common answers were also ‘always’ (61.67 %, n = 74) or ‘usually’ (26.67 %, n = 32). Patient age and gender did not significantly affect care satisfaction levels (p > 0.005). However, the higher the education level, the lower the willingness to recommend the hospital to family or friends (p = 0.027). Conclusions: General satisfaction with hospitalization was high, though the more educated the patients were, the lower their readiness to recommend the hospital to family or friends. The ED staff should consider this fact when planning care in hospital emergency departments.

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