Assessment of patient’s satisfaction towards Adult Emergency department service at University of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia, 2021.

Abstract

Background: The emergency department is the first point of contact for patients to receive
primary care, and it is considered the first therapeutic unit in the hospital for treating
patients.
Objective:To assess adult Emergency Department service patient satisfaction at the
University of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia, 2021.
Methods: A cross-sectional study design was employed. A systematic random sampling
technique was used to select the study participants. The study period was from July 15 to
September 15, 2021. Data were collected using a standard Brief Emergency Department
Patient Satisfaction Scale. Data was entered in Epidemiological Information version 7.2.1.0
and exported to statistical software for Social Science version 20 for further analysis.
Descriptive statistics were used to describe the distribution of data.
Result: Of the 196 participants approached, 195 completed the questionnaire, with a
response rate of 99.5%. Of the respondents, 92 (47.2%) with [95% CI: (40.0-54.4)] were
satisfied with the emergency care services provided, whereas 103(52.8%) with [95% CI:
(45.6-60.0)]. In the five categories of services, respondents' satisfaction rates with the
emergency department staff, emergency department environment, physician care, general
patient satisfaction, patients’ family satisfaction, and the overall components of
satisfaction were 50.3%, 42.1%, 48.7%, 57.4%, 65.1%, and 47.2% respectively. The mean
waiting time until seen by a physician in the emergency department was 61 minutes with
a standard deviation=75.7 ranging from 2 minutes to 6 hours.
Conclusion: According to this study, overall patient satisfaction with adult Emergency
department service at the University of Gondar Comprehensive Specialized Hospital was
low. Concerning the five domains of patient satisfaction measurement, the highest
satisfaction level was recorded with the patient's family satisfaction, and the lowest
satisfaction level was documented in the emergency department environment. The mean
waiting time until seen by the doctor was 61 minutes, with a standard deviation of 75.