Emergency Department Patient Satisfaction Assessment using Modified Servqual Model; a Cross-sectional Study
Journal Title: Advanced Journal of Emergency Medicine - Year 2019, Vol 3, Issue 1
Abstract
Introduction: The quality of medical services and attention paid to patients in medical centers have been concerning for healthcare providers. Objective: The present study was designed to identify factors affecting patient satisfaction with medical service in the emergency department (ED). Method: This was a cross-sectional study conducted in spring 2016 in Imam Khomeini Hospital, Jiroft, Iran. Patients aged more than 18 years presenting to the ED with a minimum stay of 24 hours were included. Unwillingness to take part, incomplete questionnaires, or unavailability for an interview were considered the exclusion criteria. Data were collected using a 24-item researcher-made questionnaire based on Servqual quality measuring tool with five components of tangibles, reliability, responsiveness, assurance, and empathy. Results: The present study recruited 373 patients with the mean age of 41.7±21.8 years (minimum 18 and maximum 79 years), of whom, 67.1% were men. Mean scores indicate the level of patient satisfaction with the hospital service ranging from relatively satisfied to totally satisfied. The components ranking in improving patient satisfaction were as follows: tangibles 4.59, assurance 2.77, reliability 2.74, responsiveness 2.57, and empathy 2.33. Conclusion: Of the components assessing the patient satisfaction, tangibles were the most effective component and empathy was the least effective one.
Authors and Affiliations
Mohamad Reza Mohammadi-Sardo, Soheil Salehi
Keywords
Related Articles
- EP ID EP482156
- DOI 10.22114/ajem.v0i0.107
- Views 109
- Downloads 0
Two Different Endotracheal Tube Securing Techniques: Fixing Bandage vs. Adhesive Tape
Introduction: Emergency physicians should secure Endotracheal tubes (ETT) properly in order to prevent unplanned extubation (UE) and its complications. Despite various available endotracheal tube holders, using bandages...
A 26-Year-Old Man with Headache
In this case, changes are made to the shape or amplitude of ECG complexes change alternatively. In the most common form, alternative changes can be viewed better in QRS complexes and in mid precordial leads. These altern...
An Epidemiologic Study on Emergency Department Mortality
Introduction: Epidemiologic evaluation generally starts with recording the raw data regarding mortality, and healthcare managers should have a national plan executed for this purpose. Objective: The present study was pl...
A 58-Year-Old Woman with Weakness and Shortness of Breath
The patient was a 58-year-old woman with a history of mitral valvuloplasty, presenting to the emergency department (ED) due to weakness and shortness of breath. Her vital signs were stable. The patient’s electrocardiogra...
Sample Size Calculation Guide - Part 3: How to Calculate the Sample Size for an Independent Case-control Study
In the previous educational articles, we explained how to calculate the sample size for a rate or a single proportion and how to calculate the sample size for an independent cohort study. In this article, we will explain...