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Volume 27, Issue 142, December 2023

Patient satisfaction in Emergency Department

Khalid Alsunidi¹, Mazi Mohammed Alanazi², Khalid Ayidh Aljuaydi², Najd Mujawwil A Alanazi³, Abdulelah Aziz E Alenzi², Ahmed Hadi Khormi², Osamah Mohammed Bin Bakheet², Ibrahim Abdullatif Bin Muhainy², Wafa Ali Mubark Alaswad², Awn Abdulkhaliq Alqarni², Ahmed Ali Alaqil³, Elias Kassis⁴

¹Head of Emergency department, Emergency Consultant, First Cluster, Ministry of Health, Riyadh, Saudi Arabia
²Emergency Medicine, Emergency Department, First Cluster, Ministry of Health, Riyadh, Saudi Arabia
³Saudi Board Emergency Medicine Resident, First cluster, Ministry of Health, Riyadh, Saudi Arabia
⁴Ems services, Imam Abdulrahman Alfaisal Hospital, Riyadh, Saudi Arabia

ABSTRACT

Patient satisfaction is used as a benchmark for healthcare reform efforts that centre on patient-centered care. The satisfaction scores for emergency departments (ED) are frequently the lowest. We set out to investigate patient satisfaction with regard to ED healthcare services at our institution because ED is the patient's initial point of contact for receiving primary care. In this cross-sectional investigation, patients who spoke Arabic and visited our institution's emergency department (ED) were interviewed and given a validated 28-item survey questionnaire. Patient demographics and healthcare use variables were assessed as determinants of patient satisfaction. Pharmacy services ranked highest in terms of patient satisfaction with a mean score of 79, while arrival received the lowest ratings with a mean score of 63.6. The average rating was 69.8. The "Comfort of the waiting area" question had the lowest mean score, while the "Explanations provided by chemist about your prescription" question had the highest mean score and was rated as the most satisfying. Based on these findings, suggestions were made to enhance patients' impressions of the care they received, their experiences doing so, and the rating as a whole. This report offers detailed suggestions for improving patient satisfaction in Saudi Arabia's primary ED settings.

Keywords: Patient satisfaction, emergency departments, healthcare services, questionnaire