patient satisfaction in the emergency department: a case of sina hospital in tabriz

Objective: patient satisfaction is one of the most important indicators for measuring thequality of emergency services and health care. the purpose of this study was to evaluatethe patients’ satisfaction in the emergency department (ed) of sina hospital.methods: this descriptive, cross-sectional study was performed during one month in sinahospital in 2014. data were collected by a questionnaire which its validity and reliabilitywere confirmed in previous studies. the questionnaire consisted of 2 parts. part 1 includedthe demographic characteristics and part 2 encompassed the scales of satisfactory. dataanalysis was conducted by spss version 15.results: totally, 425 patients participated in this study. the mean age of patients was41.6±17.6 years. the mean total score of patient satisfaction was 17.43±1.56. the maximumsatisfaction was related to the knowledge of physicians and the minimum satisfaction wasrelated to the remaining period in the ed. additionally, there was a desirable satisfactionfor nurses’ performances. in terms of satisfaction regarding the physical environmentand the workflow of the ed, the results were moderate. there was a significant statisticaldifference regarding nurses and physicians behavior in the ed during different workingshifts, vacation days, and workdays.conclusion: based on the results obtained, patients had good satisfaction for the receivedservices in the ed. it is necessary to develop physical spaces and improve the workflow ofpatients in the ed.