Patient satisfaction is an indirect indicator essential for evaluating the quality of care services and accurate predictor of health system policies. Recently, predictor factors affecting patient satisfaction are at the center of attention as well. The main objective of this study is to assess patient satisfaction rate during registry procedure in the emergency department of two referral hospitals.
An analytical cross-sectional study was conducted in both academic hospitals with high volume of patient admission in Tabriz-Iran and Erzurum-Turkey. We used a Press Ganey questionnaire as a data collection tool. Each patient or related companion filled out the self-administered questionnaire including 18 questions before discharging or referring to other area. Eventually, data were analyzed by using SPSS software version 16.
Overall, 462 respondents were enrolled in this survey during three part-time courses including morning shift (122 patients), evening shift (112 patients) and night shift (228 patients). 48.92% of participants were male and 51.08% were female. Our results demonstrated that total satisfaction score in new (model) registry system was two scores higher than classic one (p<0.001). Furthermore, our findings showed a correlation between satisfaction rate and level of education and living place. In fact, patients with moderate education level in urban areas had higher satisfaction rate compared with rural regions (16±3.53 vs. 14.93±3.76; P=0.003) and higher/lower education levels (16.3±3.35 vs. 15.27±3.71 and 15.67±3.86; p=0.03).
Take together attempts at improving patient flow as well as satisfaction rate in emergency department could reduce hospital costs and improve the quality of health care.