The Reasons of Emergency Department Patients’ Dissatisfaction
Iranian Journal of Emergency Medicine,
Vol. 2 No. 2 (2015),
23 May 2015
,
Page 59-63
https://doi.org/10.22037/ijem.v2i2.8370
Abstract
Introduction: Evaluating the reasons of emergency patient dissatisfaction and trying to eliminate them is a step towards increasing the quality of care and profitability. Therefore, this study aimed to evaluate the reasons of patient dissatisfaction in the emergency department of Shohadaye Tajrish Hospital, Tehran, Iran. Methods: The present cross-sectional study was done in the time interval between March 2012 and October 2014. All the patients who had declared their dissatisfaction, whether written, verbal, or by phone, were included. Using a pre-designed checklist, data were gathered regarding characteristics of dissatisfaction including: type, reference, presentation, subject, and outcome and analyzed using SPSS version 21. Significance level was considered as p<0.05. Results: 123 cases of dissatisfaction were detected. In 31 (25.2%) cases the patient was right, in 41 (33.3%) the hospital was right and 51 (41.5%) cases had no outcome. The dissatisfactions were written in 23 (18.7%) cases, by phone in 17 (13.8%), and verbal in 83 (67.5%), which showed no significant correlation with the outcome (p=0.277). Only 31 (25.2%) cases were declared by the patients themselves which had no correlation with the outcome (p=0.747). However, there was a significant correlation between the type (p=0.025) and subject (p<0.001) of dissatisfaction with the outcome. Conclusion: The results of this study showed that most cases of dissatisfaction were assigned to the surgery group and nursing service. Low quality care and bad behavior of the staff were among the most common causes of patients’ dissatisfaction. In all cases of dissatisfaction regarding the neurosurgery service, internal medicine service, and admission unit, the patients have been right. In contrast, in all cases of triage and laboratory unit, the hospital has been right.- بخش اورژانس؛ رضایت مندی بیماران؛ کیفیت ارائه خدمات
How to Cite
References
Zohour A, Pilevarzade M. The study of service provision speed in emergency department of Kerman Bahonar hospital in 2000. J Iran Uni Medl Sci. 2004;35:413-20. [In Persian].
Johansson P, Oleni M, Fridlund B. Patient satisfaction with nursing care in the context of health care: a literature study. Scand J Car Sci. 2002;16(4):337-44.
Boulding W, Glickman SW, Manary MP, Schulman KA, Staelin R. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manage Care. 2011;17(1):41-8.
You L-m, Aiken LH, Sloane DM, et al. Hospital nursing, care quality, and patient satisfaction: Cross-sectional surveys of nurses and patients in hospitals in China and Europe. Int J Nurs Stud. 2013;50(2):154-61.
Horwitz LI, Green J, Bradley EH. US emergency department performance on wait time and length of visit. Ann Emerg Med. 2010;55(2):133-41.
Hosseini M, Shaker H, Ghafouri H, Shokraneh F. Chronometric Study of Patients' Workflow and Effective Factors on It in Emergency Department of 7th Tir Martyrs Hospital of Tehran, Iran. J Health Admin. 2010;13(40):13-22.
Rahi F A-YA, Safdari S, Yaghoobi M. Audit time off Patient before and after the intervention in Emergency Medicine Department of Amin Hospital, Isfahan in 2011. The First International & 4th National Congress on health Education & Promotion; Tehran, Iran. 2011. [In Persian].
Yousefzadeh chabok S, Mohtasham Amiri Z, Haghdoost Z, Mohseni M, Asadi P, Kazemnezhad Leili E. Patients discharged before and after presence of medical emergency specialists. Holistic Nurs Midwifery. 2014;24(1):64-70.
Hashemi B, Baratloo A, Rahmati F, et al. Emergency Department Performance Indexes Before and After Establishment of Emergency Medicine. Emergency. 2013;1(1):20-3.
Trzeciak S, Rivers E. Emergency department overcrowding in the United States: an emerging threat to patient safety and public health. Emerg Med J. 2003;20(5):402-5.
Nasr-Esfahani M, Esmailian M, Nasri M. Causes of Prolonged Length of Stay for Patients Referred to the Emergency Department; a Cross-Sectional Study. Iran J emerg Med. 2014;1(1):3-9. [In Persian].
Soleimanpour H, Gholipouri C, Salarilak S, et al. Emergency department patient satisfaction survey in Imam Reza Hospital, Tabriz, Iran. Int J Emerg Med. 2011;4(1):2-8.
Yucelt U. An investigation of causes of patient satisfaction/dissatisfaction with physician services. Health Market Quarter. 1995;12(2):11-28.
Zarei E, Daneshkohan A, Pouragha B, Marzban S, Arab M. An Empirical study of the Impact of Service Quality on patient Satisfaction in private Hospitals, Iran. Glob J Health Sci. 2014;7(1):1-6.
Lee AV, Moriarty JP, Borgstrom C, Horwitz LI. What can we learn from patient dissatisfaction? An analysis of dissatisfying events at an academic medical center. J Hospital Med. 2010;5(9):514-20.
- Abstract Viewed: 902 times
- PDF (فارسی) Downloaded: 2651 times
- HTML (فارسی) Downloaded: 249 times
