Patient satisfaction with the emergency department services at an academic teaching hospital

Ghassan Abass; Ali Asery; Ahmed Al Badr; Adnan AlMaghlouth; Shahad AlOtaiby; Humariya Heena

doi:10.4103/jfmpc.jfmpc_8_20

Patient satisfaction with the emergency department services at an academic teaching hospital

J Family Med Prim Care. 2021 Apr;10(4):1718-1725. doi: 10.4103/jfmpc.jfmpc_8_20. Epub 2021 Apr 29.

Authors

Ghassan Abass¹, Ali Asery¹, Ahmed Al Badr^{2

3}, Adnan AlMaghlouth^{3

4}, Shahad AlOtaiby³, Humariya Heena³

Affiliations

¹ Patient Experience Administration, King Fahad Medical City, Riyadh, Saudi Arabia.
² Department of Urogynecology and Pelvic Reconstructive Surgery, King Fahad Medical City, Riyadh, Saudi Arabia.
³ Research Center, King Fahad Medical City, Riyadh, Saudi Arabia.
⁴ Dentistry Administration, King Fahad Medical City, Riyadh, Saudi Arabia.

Abstract

Introduction: Healthcare reform efforts focus on patient-centered care is measured by patient satisfaction. Emergency department (ED) satisfaction ratings are often the lowest. Since ED is the first point of contact for the patient care to receive primary care, we aimed to explore patient satisfaction related to ED healthcare services at our institution.

Methods: In this cross-sectional study, ED-CAHPS, a standardized validated nine-item survey questionnaire, was administered via telephonic interviews to Arabic-speaking patients who attended ED at our institution. Patient demographics, ED operation parameters, and healthcare utilization factors were evaluated as patient satisfaction predictors.

Results: Out of 713 patients who were contacted 200 patients responded to the survey. In all, 70% of respondents were aged 35-64 years and 55% had secondary or higher education levels. The dimension average for the questions regarding arrival, waiting time, and urgency of treatment was 36%. Regarding satisfaction with pain management was 42%, medication information was 34% and interpreter services were only 40%. The overall dimension average for satisfaction regarding nursing care was 43%, doctor care was 36%. The overall dimension average for satisfaction regarding the discharge process was 56%. The highest scores were observed for whether the patients were asked about follow-up care (61%), whether they understood the symptoms to look for after leaving the ED (58%), and whether they received care within 30 min of arriving at the ED (56%). On the other hand, the worst scores were recorded for whether the patients were made to understand regarding the side effects of new medications (29%), whether nurses spent enough time with them (33%), and whether doctors spent enough time with them (34%).

Conclusions: Based on these results, recommendations were made to improve patients' perceptions/experience in receiving the care and the overall rating. This study presents specific recommendations for maximizing patient satisfaction in primary ED settings in Saudi Arabia.

Keywords: Emergency department consumer assessment of healthcare providers and systems (ED-CAHPS); healthcare; hospital management; patient satisfaction.