Worku Mesfin, Loha Eskindir
Department of Medical Laboratory Sciences, Hawassa University, College of Medicine and Health Sciences, Hawasa, Ethiopia.
BMC Emerg Med. 2017 Jun 27;17(1):21. doi: 10.1186/s12873-017-0132-7.
Satisfaction refers to a state of pleasure or contentment with an action, event or service, especially one that was previously desired. Regarding to client, satisfaction is the level of happiness that clients experience having used a service. It therefore reflects the gap between the expected service and the experience of the service, from the client's point of view. Information was unavailable regarding the level of satisfaction of patients towards emergency health care servicesat Hawassa University Referral Hospital thatserve a huge catchment area; and this study addressed this gap.
Cross-sectional study was conducted from March 13 to May 15/2014. Systematic sampling method was used to enroll study participants. The data was collected by trained data collectors using pre-structured questionnaire.
A total 407 clients were enrolled under this study with respondent rate of 96.9%. Nearly two third of study participants were male, 270 (66.3%). 86.7% of study participants were satisfied by services provided in Emergency Out Patient Department (OPD). The percentage of study satisfaction with physical examination by Doctor, nursing, laboratory and pharmacy services were 95.6%, 89.9%, 84.7% and 67.6%, respectively. Only 31.9% were satisfied with availability of drugs in the pharmacy. Regarding to staff courtesy, 91.7% of study participants were satisfied by the manner shown by the staffs working in Emergency OPD. The vast majority of the participants (97%) were satisfied with the courtesy of Medical laboratory personnel and the least satisfaction (79.4%) was recorded for security guards.
This study showed low level of patient satisfaction in pharmacy services specifically due to unavailability of drugs due to lack of sustained supply of drugs.
满意度是指对某一行为、事件或服务感到愉悦或满足的状态，尤其是对先前期望的行为、事件或服务。对于客户而言，满意度是客户使用某项服务后所体验到的幸福程度。因此，从客户的角度来看，它反映了预期服务与实际服务体验之间的差距。关于服务于广大集水区的哈瓦萨大学转诊医院患者对急诊医疗服务的满意度水平，尚无相关信息；本研究填补了这一空白。
于2014年3月13日至5月15日进行横断面研究。采用系统抽样方法招募研究参与者。数据由经过培训的数据收集员使用预先结构化的问卷进行收集。
本研究共纳入407名客户，应答率为96.9%。近三分之二的研究参与者为男性，共270人（66.3%）。86.7%的研究参与者对急诊门诊部（OPD）提供的服务感到满意。研究参与者对医生体格检查、护理、实验室和药房服务的满意度分别为95.6%、89.9%、84.7%和67.6%。只有31.9%的人对药房药品供应情况感到满意。关于工作人员的礼貌，91.7%的研究参与者对急诊门诊部工作人员的表现感到满意。绝大多数参与者（97%）对医学实验室人员的礼貌感到满意，对保安人员的满意度最低（79.4%）。
本研究表明，患者对药房服务的满意度较低，特别是由于药品持续供应不足导致药品短缺。
