Document Type: Original Article

Authors

1 Department of Emergency, European Gaza Hospital, Gaza Strip, occupied Palestinian Territory

2 Palestine College of Nursing, El-Fukhari, Gaza Strip, occupied Palestinian Territory

3 Nursing and Health Sciences Department, University Collage of Applied Sciences, Gaza Strip, occupied Palestinian Territory

4 Medical Military Rafah Clinic, Medical Services Directorate, Gaza Strip, occupied Palestinian Tterritory

Abstract

Objective: Patients’ satisfaction (PS) is recognized as an important emergency department service design and it has received a high interest and attention in the health management where many studies have focused on determining factors affecting PS in health-related circumstances. In this study, we aimed to examine PS in emergency department (ED) of the European Gaza Hospital (EGH) in the Gaza Strip (GS).
Methods: A descriptive-analytical cross sectional study was performed at ED-EGH between March, 15 and June 20, 2015. Press Ganey questionnaire was used as a tool for data collection. For each patient, a self-administered questionnaire including 22 questions was filled based on a Likert scale. Results were analyzed using SPSS version 22.
Results: Overall, 200 respondents were included in the study. About 73% of respondents were satisfied with overall medical services. The term of nurses’ concern provided to patients elicited the highest score (83.1%), followed by physicians’ concern with patients (72.0%) and communication skills with patients (71.4%), while the lowest score was reported in waiting time and security staff. Furthermore, our findings show an association between PS and level of education, gender differences, living area, and work shifts.
Conclusion: The study results conclude that areas of medical and nursing care, respects of staff, physical comfort and waiting time ED-EGH is highly acceptable and offer in appropriate manners.

Keywords

Main Subjects

1. Nguyen Thi PL, Briancon S, Empereur F, Guillemin F. Factors determining inpatient satisfaction with care. Soc Sci Med 2002; 54(4): 493-504.
2. Woodring S, Polomano RC, Haagen BF, Haack MM, Nunn RR, Miller GL, et al. Development and testing of patient satisfaction measure for inpatient psychiatry care. J Nurs Care Qual 2004; 19(2): 137-48.

3. Goldwag R, Berg A, Yuval D, Benbassat J. Predictors of patient dissatisfaction with emergency care. Isr Med Assoc J 2002; 4(8): 603-6.
4. Sitzia J, Wood N. Patient satisfaction: a review of issues and concepts. Soc Sci Med 1997; 45(12): 1829-43.
5. Trout A, Magnusson AR, Hedges JR. Patient satisfaction investigations and the emergency department: what does
the literature say? Acad Emerg Med 2000; 7(6): 695-709.
6. Agarwal D. Health sector reforms: Relevance in India. Indian J Community Med 2006; 31(4): 220-2.
7. Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. Int J Qual Health Care 2006; 18(5): 359-64. doi: 10.1093/intqhc/mzl029.
8. Grogan S, Conner M, Norman P, Willits D, Porter I. Validation of a questionnaire measuring patient satisfaction
with general practitioner services. Qual Health Care 2000; 9(4): 210-5. doi: 10.1136/qhc.9.4.210.
9. Marcinowicz L, Chlabicz S, Grebowski R. Patient satisfaction with healthcare provided by family doctors: primary dimensions and an attempt at typology. BMC Health Serv Res 2009; 9: 63. doi: 10.1186/1472-6963-9-63.
10. Hall JA, Dornan MC. Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Soc Sci Med 1990; 30(7): 811-8.
11. Palestinian Ministry of Health. Health National Strategic Plans, 2014-2016. 2014. http://info.wafa.ps/pdf/Health_ Strategic_Plan_2011_-_2013.pdf.
12. Al-Kariri N. Patients’ satisfaction with the quality of services at the outpatient department of Al-Shifa Hospital [Unpublished Master of Public Health Thesis]. Palestine: Al-Quds University; 2010.
13. Elkahtib Z. Patients’ satisfaction with the noncommunicable diseases services provided at UNRWA health centres in Gaza governorates: a cross-sectional study. Lancet 2018; 391 (Suppl 2): S52. doi: 10.1016/S0140-6736(18)30418-5.
14. Press Ganey Associates, Inc. Guide to Interpreting Calculation of Scores. South Bend: Press Ganey Associates,Inc; 2010.
15. Likert R. A Technique for the Measurement of Attitudes. Arch Psychol 1932; 22(140): 55.
16. Powell L. Patient satisfaction surveys for critical access hospitals. Boise, Idaho: Mountain States Group, Inc; 2001.
17. Hall MF, Press I. Keys to patient satisfaction in the emergency department: results of a multiple facility study. Hosp Health Serv Adm 1996; 41(4): 515-32.
18. Soufi G, Belayachi J, Himmich S, Ahid S, Soufi M, Zekraoui A, et al. Patient satisfaction in an acute medicine department in Morocco. BMC Health Serv Res 2010; 10:149. doi: 10.1186/1472-6963-10-149.
19. Bleich SN, Ozaltin E, Murray CK. How does satisfaction with the health-care system relate to patient experience?
Bull World Health Organ 2009; 87(4): 271-8.
20. Bredart A, Mignot V, Rousseau A, Dolbeault S, Beauloye N, Adam V, et al. Validation of the EORTC QLQ-SAT32
cancer inpatient satisfaction questionnaire by self- versus interview-assessment comparison. Patient Educ Couns
2004; 54(2): 207-12. doi: 10.1016/s0738-3991(03)00210-6.
21. Damghi N, Belayachi J, Armel B, Zekraoui A, Madani N, Abidi K, et al. Patient satisfaction in a Moroccan emergency
department. Int Arch Med 2013; 6: 20. doi: 10.1186/1755-7682-6-20.
22. Aragon SJ, Gesell SB. A patient satisfaction theory and its robustness across gender in emergency departments: a multigroup structural equation modeling investigation. Am J Med Qual 2003; 18(6): 229-41. doi:10.1177/106286060301800603.
23. Shaikhi MR, Javadi A. Patients’ satisfaction of medical services in Qazvin educational hospitals. J Ghazvin Univ Med Sci 2004; 7(5): 62-6. [In Persian].
24. Boudreaux ED, Friedman J, Chansky ME, Baumann BM. Emergency department patient satisfaction: examining the
role of acuity. Acad Emerg Med 2004; 11(2): 162-8.