J Korean Soc Emerg Med.  1998 Dec;9(4):523-532.

Assessment of Patients' Satisfaction and it's related Factors in the Emergency Department

• Seo KS
• Kam S
• Park JB
• Lee JH
• Kim JK
• Yun YK
• Kwak KS
• Lee WK
• Woo SJ

Abstract

BACKGROUND: To examine the influencing factors on patients' satisfaction in the emergency department(ED) far quality assurance.
METHODS
Patients who visited to the ED were prospectively investigated from November 1 to December 31,1997. Authors developed questionnaire to investigate influencing factors on patients' satisfaction.4 Chi-square test and 115-REL 7.0 were applied far statistical analysis.
RESULTS
Patients' satisfaction was significantly related to physical environment variables, accessibility variables, kindness of hospital personnel variables, and patient's trust for doctors variables. In path analysis, willingness for revisit was influenced by patients' satisfaction, accessibility, physical environment, patients' trust for doctors in order, and willingness for recommendation was influenced by accessibility, patients' satisfaction, and kindness of hospital personnel in order.
CONCLUSIONS
: The influencing factors on patients' satisfaction are physical environment, accessibility, kindness of hospital personnel, and patient's trust far doctors. Willingness far revisit and willingness far recommendation are influenced by patients' satisfaction. In spite of some limitations, the results of this study can be used as a baseline information for exploring the influencing factors on patients' satisfaction. Further comprehensive research efforts should be made on the study of patients' satisfaction in the ED.

MeSH Terms

Emergencies*
Emergency Service, Hospital*
Humans
Personnel, Hospital
Prospective Studies
Surveys and Questionnaires