Patient Stisfaction to wards Emergency Service in Hawassa University Referral Hospital
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Date
2014-12
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Addis Ababa University
Abstract
Background: - Ethiopia has fairly good coverage but very low utilization of health care services.
Emergency medical care services require fast, correct and curious services to clients as they present
with acute problems (37). Patients have the right to expect Quality of care. Patient satisfaction with
emergence care service is considered an important factor in explaining patients' perceptions of
service criteria is far from ideal if as a result of that care the patient is unhappy or dissatisfied.
There is, a sound rationale for making the organization and delivery of health care responsive to
consumer opinion Currently, research is interested to the satisfaction in several areas, and in various
cultures. The aim of this study is to evaluate patient satisfaction with emergency care, and to
determine associated factors with patient satisfaction.
Objective: -The objective of this study is to determine the rate of patient satisfaction in
emergency medical service as indicated by patients’ satisfaction.
Methods: - A Cross-Sectional Survey was conducted at Hawassa University Referral Hospital
emergency outpatient department from Dec 2013G.C. to June.2014 G.C. The study population was
all adult patients who visit emergency room of Hawassa University Referral Hosoital and also all
pediatric emergency room of the hospital.
Results: The data was collected from both adult and pediatric Emergency out Patient Department
of Hawassa University Referral Hospital one hundred seventy eight (42.1%) & two hundred forty
five (57.9%) respectively In this study total of four hundred twenty three patients and attendants are
involved during the data collection period. Overall satisfaction level of Hawassa University Referral
Hospital is 55.9% participants are dissatisfied with the Hospital emergency medical service
delivered & 44.1% are satisfied.
Conclusion: The study findings indicated the need for evidence-based interventions in emergency
care services in areas such as speed of reception area, medical care, well control of pain, nursing
care, courtesy of staff, physical comfort and waiting time. Efforts should focus on shortening waiting
intervals and improving patients' perceptions about waiting in the Emergency Department, keeping
private personal privacy, having two way good communications between nurses & patients, nurses
& patient relatives, doctors & patients, doctors & relatives as well and also improving the overall
cleanliness of the emergency room & latrine
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Hawassa University Referral Hospital