Patient satisfaction in emergency hospital service

Abstract

Objective: To analyze patient satisfaction with the emergency hospital service of a public hospital. Method: Cross-sectional study, conducted in the emergency department of a public hospital in the Federal District, Brazil. Data were collected in September 2017, using a specific instrument for emergency services, which assesses the dimensions of right to information, privacy in care, confidentiality of information, comfort, dignity and courtesy, prioritization of patient care and perception of quality of care. by the patient. Descriptive statistical analysis was performed. Results: 65 patients participated, aged between 19 and 89 years and predominantly male. The general satisfaction score obtained with the emergency hospital service was 7.0 and found satisfaction with the dimensions right to information (µ 7.63 + 2,75), confidentiality of information (µ 8.56 + 1,95), dignity and courtesy (µ 8. 04 + 2,2), prioritization of attention to the user (µ 7.55 + 2,81) and perception of the quality of assistance by the user (µ 7.23 + 2,83). They were dissatisfied with the privacy of care (µ 6.12 + 3,39) and comfort (µ 5.46 + 3,2). Conclusion: Although the average score corresponds to satisfaction with the service, no item evaluated obtained a maximum score. Indicators related to service quality were raised and should guide the prioritization of actions by organizational management, envisioning improvements in the structure and work process, in order to obtain better results.