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

Abstract

Introduction. Patient satisfaction is perceived as one of the major criterium while evaluating the quality in the field of medical services.Aim of the study. Analysing and evaluating the level of satisfaction with the services provided by medical and nursing staff among patients of a selected Emergency Department (ED).Material and methods. The observational study was conducted from September to December 2022. The research was based on the data collected from 122 patients of the ED. The Patient Satisfaction Questionnaire and self- prepared questionnaire were used.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% (19) evaluated the researched hospital as ‘the best’. Most of the respondents - 23.33% (28) gave the hospital an 8 or 9 - point rate - 18.33% (22). While patients’ asked how often they were treated with respect and kindness by the nursing staff, the respondents most frequently answered ‘always’ - 70.83% (85) or ‘usually’ - 27.50% (33). While asked how often the doctors treated them with respect and kindness, most frequently answered ‘always’ - 61.67% (74) or ‘usually’ - 26.67% (32). Age and gender of patients did not significantly affect the level of satisfaction with care (p>0.005). However, the higher the level of education, the lower the willingness to recommend the hospital to family or friends (p=0.027). Conclusions. General satisfaction with hospitalization was at a high level. The more educated the patients were, the lower the readiness to recommend the hospital to family or friends. The ED staff should take into consideration this fact while planning care in hospital emergency departments.