To assess the level of satisfaction among the patients coming to

Emergency Department of a level -1 trauma centre

Bhoi S,SoniaChauhan, Geeta A,Shakuntla , Shoukkathali V, Vishnu,Arun,Sinha Tej P

Deptt. of Emergency Medicine,J P N Apex Trauma J P N Apex Trauma Center,AIIMSCenter,AIIMS

sonia_aiims@yahoo.co.insonia_aiims@yahoo.co.in

Background • Trauma remains a significant public health

issue and is the leading cause of death in persons younger than 40 years.

• Patient satisfaction is an important indicator of the quality of care and service delivery in the emergency department (ED).

Objective To assess the level of satisfaction

among the patients coming to Emergency Department of a level -1 trauma centre.

METHODOLOGY

• Study design-Study design- Qualitative survey • Performance centre Performance centre - ED of JPN Apex - ED of JPN Apex

Trauma Centre, AIIMS.Trauma Centre, AIIMS.• Study duration-September to November

2010• Study Group- Data were collected from a

random sample of 100 patients during each shift from red, yellow and green zones.

Study Tool: A structured, closed ended questionnaire

consisted of 14 questions based on patient satisfaction with:

Investigations Treatment Behavior and communication of

healthcare providers Time taken for the management of

patients in ED

Survey for patient satisfaction in ER (JPNATC,AIIMS)

Q.1 Was the patient immediately attended by healthcare providers?a) Yesb) No Q.2 Are you satisfied with the immediate care provided by healthcare

providers?a) Nob) Satisfactory c) Goodd) Very goodQ.3 Are you satisfied with the investigations carried out?a) Nob) Satisfactory c) Goodd) Very goodQ.4 Are you satisfied with the treatment carried out for your patient?a) Nob) Satisfactory c) Goodd) Very goodQ.5 Are you satisfied with the behavior of nurses?a) Very rude b) Rude c) Blunt d) Excellent Q.6 Are you satisfied with the behavior of doctors?a) Very rude b) Rude c) Blunt d) Excellent Q.7 Are you satisfied with the behavior of hospital attendants?a) Very rude b) Rude c) Blunt d) Excellent

Q.8 Did the healthcare provider explained about the investigations being carried out for your patient?

a) Never b) Sometimesc) Very oftend) Always

Q.9 Did the healthcare providers explained about the treatment being carried out for your patient?

a) Never b) Sometimesc) Very oftend) Always

Q.10 Did the healthcare provider explained about the severity of your patient’s illness?

a) Never b) Sometimesc) Very oftend) AlwaysQ.11 Did anybody explained about decision taken by concerned

speciality?a) Never b) Sometimesc) Very oftend) Always

Q.12 Did the healthcare provider explained about the treatment plan after discharge (medications /follow up etc.)

a) Never b) Sometimesc) Very oftend) Always

Q.13 How do you rate the time taken for management of the patient?a) Very late b) Late c) normal d) Immediate

Q.14 Overall how do you grade functioning of E.D. in J.P.N.A.T.C.a) Very poor b) Poorc) Satisfactory d) goode) Excellent

Patients were interviewed personally (yellow and green area).

Patient's attendants were interviewed for red triaged patients

Responses were taken on the Likert scale (LS) of 1-4 (Likert 1=worst, likert 4=best) .

Data were compiled and analyzed by SPSS version16.

Results

Results

Patient satisfaction response for hospital factors i.e. investigations and treatment was satisfactory to good (2<LS>3) while the response for communication was good to very good (3<LS>4).

Overall satisfaction –Shift wise

Overall satisfaction in various Triage catogry

Review of literature Hassan Soleimanpour et. al. assessed Emergency

department patient satisfaction in Imam Reza Hospital, Tabriz, Iran and found highest level of satisfaction in terms of communication with healthcare providers i.e. 82.5 % which was similar in our study i.e. (2<LS>3)*

*International Journal of Emergency Medicine 2011, 4:2,http://www.intjem.com/content/4/1/2

Conclusion There was average satisfaction among the

patient. Minimum level of satisfaction was found in

night shift and among green triaged patients.

Communication skills of the emergency care providers were good.

Patient satisfaction is an important quality assurance tool among emergency care provider.