Determinants of patient satisfaction with an emergency department observation unit

Abstract

Introduction: Patient satisfaction is a measure of healthcare quality. The aim of this study was to determine the factors affecting patient satisfaction in an emergency department (ED) multipurpose observation unit (OU) and developing strategies that will improve patient satisfaction. Methods: In this cross-sectional study, adult patients who were observed in and discharged from an OU were recruited voluntarily to complete the questionnaire over a one-year period. The global indices of satisfaction overall satisfaction with care and willingness to return to the same OU served as the dependent variables and were assessed on a 5-point Likert scale. Results: Three hundred patients completed the questionnaire. Their mean age was 46.8 +/- 19.8 years, and 187 (62.3%) were female. With the exception of the patient's income, none of the demographic variables was related to the patient's rating of overall satisfaction. Overall satisfaction was significantly related to the doctor's explanation, the nurse's attitude, teamwork, technical quality of care, cleanliness of the unit, and quality of hospital food. In addition, likelihood of the patient's willingness to return was related to the patient's income, quality of hospital food, and overall satisfaction. Conclusions: Overall satisfaction in the OU is affected by the patient's perception of care rather than demographic variables, it is an important predictor for willingness to return. Improvement in patient communication skills, the process of care and environmental factors in the OU will enhance patient satisfaction and increase the likelihood of their willingness to return. (Hong Kong j.emerg.med. 2012;19:151-161)