SciELO - Scientific Electronic Library Online

 
vol.26 issue2The social cost of depression in the city of Sabadell (Barcelona, Spain) (2007-2008)Intermediate hospital care for subacute elderly patients as an alternative to prolonged acute hospitalization author indexsubject indexarticles search
Home Page  

Gaceta Sanitaria

Print version ISSN 0213-9111

Abstract

PARRA HIDALGO, Pedro et al. Factors related to patient satisfaction with hospital emergency services. Gac Sanit [online]. 2012, vol.26, n.2, pp. 159-165. ISSN 0213-9111.

Objectives: To determine the perceived quality variables related to satisfaction and to identify the influence of sociodemographic factors on user satisfaction with hospital emergencies. Methods: A telephone survey was conducted with a specifically designed questionnaire for use in a sample of 3,600 users of hospital emergency services in nine public hospitals in 2008 and 2009. Results: The adjusted model including all perceived quality and sociodemographic variables explained 47.1% of the variance (adjusted R2). Of all the independent variables included, only eight were significant in predicting the level of patient satisfaction. These variables were related to the patient's opinion of the relationship with medical staff (p = 0.041), nurses' and porters' professionalism (p = 0.010 and 0.022), infrastructure (cleanliness and comfort) (p = 0.033 and 0.008), information received at discharge (p = 0.000), waiting time in the emergency department (p = 0.000) and the perception of treatment-diagnosis without failure (p = 0.028). Conclusions: The variables influencing emergency patients' satisfaction were determined, allowing areas where corrective action could be introduced to be identified. In addition, possible confounding factors that should be controlled for when comparing results among distinct hospitals were identified. The emergency satisfaction questionnaire is a useful instrument to evaluate and improve quality of care.

Keywords : Patient satisfaction; Hospital emergency service; Questionnaires; Population characteristics.

        · abstract in Spanish     · text in Spanish     · pdf in Spanish