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The Factors Affecting the Level of Patients’ Satisfaction of the Applicants for Emergency Service

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Author(s): Esra GÜLTEKİN AKKAYA | Mehtap BULUT | Cengiz AKKAYA

Journal: Turkish Journal of Emergency Medicine
ISSN 1304-7361

Volume: 12;
Issue: 2;
Start page: 62;
Date: 2012;
Original page

Keywords: Emergency service | waiting time | doctors’ attitude | patients satisfaction.

ABSTRACT
Objectives: The aim of this study was to evaluate the satisfaction levels of patients of the emergency service at Uludag University Medical Faculty Hospital, to analyze associated factors, and to suggest improvements for the future. Methods: Patients of the emergency service between May 1 and June 30, 2008 who were over 18 years old were included in this study. Via a questionnaire, patients were asked about their level of satisfaction with emergency service doctors, nurses and staff; the level of information provided; the length of their examinations; the physical state of the hospital; and the quality of technical equipment at the hospital. Results: A total of 600 patients were enrolled in the study. The average age was 40.7±16.6 years, and 51.2% of the patients were male. Of the patients, 76.2% were discharged directly without waiting at the emergency service; 45.3% of the 64 patients who were hospitalized waited at the emergency service before being admitted. Patients were 94.5% satisfied with the experience levels of emergency service doctors and 91% satisfied with the experience levels of the nurses. Conclusions: The major factors affecting patient satisfaction levels are the attitudes and medical care experience levels of doctors and nurses in charge at the emergency service and the level of information provided to patients throughout treatment and waiting periods.
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