Mohammadi-Sardo Mohamad Reza, Salehi Soheil
Department of Pediatrics, Imam Khomeini Hospital, Jiroft University of Medical Sciences, Jiroft, Iran.
Department of Emergency Medicine, Imam Khomeini Hospital, Jiroft University of Medical Sciences, Jiroft, Iran.
Adv J Emerg Med. 2018 Dec 2;3(1):e3. doi: 10.22114/AJEM.v0i0.107. eCollection 2019 Winter.
The quality of medical services and attention paid to patients in medical centers have been concerning for healthcare providers.
The present study was designed to identify factors affecting patient satisfaction with medical service in the emergency department (ED).
This was a cross-sectional study conducted in spring 2016 in Imam Khomeini Hospital, Jiroft, Iran. Patients aged more than 18 years presenting to the ED with a minimum stay of 24 hours were included. Unwillingness to take part, incomplete questionnaires, or unavailability for an interview were considered the exclusion criteria. Data were collected using a 24-item researcher-made questionnaire based on Servqual quality measuring tool with five components of tangibles, reliability, responsiveness, assurance, and empathy.
The present study recruited 373 patients with the mean age of 41.7±21.8 years (minimum 18 and maximum 79 years), of whom, 67.1% were men. Mean scores indicate the level of patient satisfaction with the hospital service ranging from relatively satisfied to totally satisfied. The components ranking in improving patient satisfaction were as follows: tangibles 4.59, assurance 2.77, reliability 2.74, responsiveness 2.57, and empathy 2.33.
Of the components assessing the patient satisfaction, tangibles were the most effective component and empathy was the least effective one.
医疗中心的医疗服务质量以及对患者的关注一直是医疗服务提供者所关心的问题。
本研究旨在确定影响急诊科患者对医疗服务满意度的因素。
这是一项于2016年春季在伊朗吉罗夫特伊玛目霍梅尼医院进行的横断面研究。纳入年龄超过18岁、在急诊科就诊且至少停留24小时的患者。不愿意参与、问卷不完整或无法接受访谈被视为排除标准。数据收集采用基于Servqual质量测量工具的24项研究者自制问卷，该工具包括有形性、可靠性、响应性、保证性和移情性五个维度。
本研究招募了373名患者，平均年龄为41.7±21.8岁（最小18岁，最大79岁），其中67.1%为男性。平均得分表明患者对医院服务的满意度水平从相对满意到完全满意不等。在提高患者满意度方面各维度的排名如下：有形性4.59、保证性2.77、可靠性2.74、响应性2.57、移情性2.33。
在评估患者满意度的各维度中，有形性是最有效的维度，而移情性是最无效的维度。
