Measuring patient satisfaction in emergency department: An empirical test using structural equation modeling

Abstract

ABSTRACT Background Patient satisfaction is gaining an attention as an important quality indicator tracked closely by healthcare providers and emergency departments (EDs). Unfortunately, the primary factors driving patient satisfaction remain poorly studied in literature at developing countries. Objectives The aim of the study is to determine the association of latent construct with patient satisfaction in emergency department (ED) using structural equation modeling (SEM). Methods A total of 219 ED patients from 9 different healthcare facilities were employed to measure the patient satisfaction via PSQ-18. An exploratory factor analysis was used to group items and SEM were applied to identify the factors. Results Time and access to care had a significant influence on general satisfaction. Interpersonal communication had positive and significant impact on general satisfaction. Financial aspects had negative and significant influence on general satisfaction. Technical quality was failed to influence general satisfaction of patients of emergency department. Conclusions To enhance the level of patient satisfaction and to deliver better experience by improving the quality of healthcare services, the care provider shall increase their attention to the influencing factor such as time, access to care, and financial aspects.