Assessment of patient’s satisfaction towards Adult Emergency department service at University of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia, 2021.

Abstract

Background: The emergency department is the first point of contact for patients to receiveprimary care, and it is considered the first therapeutic unit in the hospital for treatingpatients.Objective:To assess adult Emergency Department service patient satisfaction at theUniversity of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia, 2021.Methods: A cross-sectional study design was employed. A systematic random samplingtechnique was used to select the study participants. The study period was from July 15 toSeptember 15, 2021. Data were collected using a standard Brief Emergency DepartmentPatient Satisfaction Scale. Data was entered in Epidemiological Information version 7.2.1.0and exported to statistical software for Social Science version 20 for further analysis.Descriptive statistics were used to describe the distribution of data.Result: Of the 196 participants approached, 195 completed the questionnaire, with aresponse rate of 99.5%. Of the respondents, 92 (47.2%) with [95% CI: (40.0-54.4)] weresatisfied with the emergency care services provided, whereas 103(52.8%) with [95% CI:(45.6-60.0)]. In the five categories of services, respondents' satisfaction rates with theemergency department staff, emergency department environment, physician care, generalpatient satisfaction, patients’ family satisfaction, and the overall components ofsatisfaction were 50.3%, 42.1%, 48.7%, 57.4%, 65.1%, and 47.2% respectively. The meanwaiting time until seen by a physician in the emergency department was 61 minutes witha standard deviation=75.7 ranging from 2 minutes to 6 hours.Conclusion: According to this study, overall patient satisfaction with adult Emergencydepartment service at the University of Gondar Comprehensive Specialized Hospital waslow. Concerning the five domains of patient satisfaction measurement, the highestsatisfaction level was recorded with the patient's family satisfaction, and the lowestsatisfaction level was documented in the emergency department environment. The meanwaiting time until seen by the doctor was 61 minutes, with a standard deviation of 75.