Emergency Department Patient Satisfaction Assessment using Modified Servqual Model; a Cross-sectional Study
Introduction: The quality of medical services and attention paid to patients in medical centers have been concerning for healthcare providers. Objective: The present study was designed to identify factors affecting patient satisfaction with medical service in the emergency department (ED). Method: This was a cross-sectional study conducted in spring 2016 in Imam Khomeini Hospital, Jiroft, Iran. Patients aged more than 18 years presenting to the ED with a minimum stay of 24 hours were included. Unwillingness to take part, incomplete questionnaires, or unavailability for an interview were considered the exclusion criteria. Data were collected using a 24-item researcher-made questionnaire based on Servqual quality measuring tool with five components of tangibles, reliability, responsiveness, assurance, and empathy. Results: The present study recruited 373 patients with the mean age of 41.7±21.8 years (minimum 18 and maximum 79 years), of whom, 67.1% were men. Mean scores indicate the level of patient satisfaction with the hospital service ranging from relatively satisfied to totally satisfied. The components ranking in improving patient satisfaction were as follows: tangibles 4.59, assurance 2.77, reliability 2.74, responsiveness 2.57, and empathy 2.33. Conclusion: Of the components assessing the patient satisfaction, tangibles were the most effective component and empathy was the least effective one.
2. González-Valentín A, Padín-López S, de Ramón-Garrido E. Patient satisfaction with nursing care in a regional university hospital in southern Spain. J Nurs Care Qual. 2005;20(1):63-72.
3. Westbrook KW, Babakus E, Grant CC. Measuring patient-perceived hospital service quality: validity and managerial usefulness of HCAHPS scales. Health Mark Q. 2014;31(2):97-114.
4. Reziayn A. Principles of organizational behavior management. SAMT; 2002.
5. Nasr-Esfahani M, Esmailian M, Nasri M. Causes of Prolonged Length of Stay for Patients Referred to the Emergency Department; a Cross-Sectional Study. Iran J Emerg Med. 2014;1(1):45-9.
6. Rahmati F, Gholamalipoor H, Hashemi B, Forouzanfar M, Hosseini F. The reasons of emergency department patients’ dissatisfaction. Iran J Emerg Med. 2015;2(2):59-63.
7. Karagun O, Yesilagac H, Gulalp B, Gokel Y. What Can We Do to Improve Patient Satisfactıon in the Emergency Department? A Prospective Study in a Turkish University Hospital. Adv J Emerg Med. 2018;2(4):e41.
8. Jadidi A, Safarabadi M, Irannejhad B, Harorani M. Level of Patients’ Satisfaction from Emergency Medical Services in Markazi Province; a Cross sectional Study. Iran J Emerg Med. 2016;3(2):58-65.
9. Gill L, White L. A critical review of patient satisfaction. Leadersh Health Serv. 2009;22(1):8-19.
10. Andaleeb SS. Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med. 2001;52(9):1359-70.
11. Nabipour I. Megatrend analaysis of the health policies of IR Iran. Iran South Med J. 2014;17(5):1007-30.
12. Haghdoost A, Mehrolhassani M, Khajehkazemi R, Fallah M, Dehnavieh R. Monitoring Indicators of Iranian Health System Reform Plan. Hakim. 2013;16(3):171-81.
13. Parasuraman A, Zeithaml V, Berry L. Servqual: A multiple-item scale for measuring consumer perc. J Retail. 1988;64(1):12.
14. Shaikh B, Mobeen N, Azam S, Rabbani F. Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan. East Mediterr Health J. 2007;14(2):447-56.
15. Al-Borie HM, Sheikh Damanhouri AM. Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. Health Care Qual Assur. 2013;26(1):20-30.
16. Haj-Ali W, Natafgi N, Kassak K. Exploring the relationship between accreditation and patient satisfaction-the case of selected Lebanese hospitals. Int J Health Policy Manag. 2014;3(6):341-6.
17. Zarei A, Arab M, Froushani A, Rashidian A, SM GT. Service quality of private hospitals: the Iranian patients' perspective. BMC Health Serv Res. 2011;12:31-.
18. Aghamolaei T, Eftekhaari T, Rafati S, Kahnouji K, Ahangari S, Shahrzad M, et al. Service quality assessment of a referral hospital in southern Iran with SERVQUAL technique: patients' perspective. BMC Health Serv Res. 2013;14:322-.
19. Hashemi B, Baratloo A, Forouzafar MM, Motamedi M, Tarkhorani M. Patient satisfaction before and after executing health sector evolution plan. Iran J Emerg Med. 2015;2(3):127-33.
20. Uzun Ö. Patient satisfaction with nursing care at a university hospital in Turkey. J Nurs Care Qual. 2001;16(1):24-33.
21. Pakdil F, Harwood TN. Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions. Total Qual Manag Bus. 2005;16(1):15-30.
22. Chou S-M, Chen T-F, Woodard B, Yen M-F. Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan. J Nurs Res. 2005;13(2):75-84.