Satisfaction and Knowledge Levels of Adult Patients Admitted to the Emergency Department of a Secondary State Hospital: An Observational Survey Study

Objective: Emergency departments (EDs) operate continuously (“24/7”) throughout the year. However, an increase in ED admissions often compromises the quality of service and patient satisfaction. This study identified problems related to overcrowding in the ED.
Material and Methods: We conducted a patient satisfaction survey of adult patients presenting to the ED of a secondary state hospital. The patient satisfaction questionnaire, comprising 17 closed-ended questions, was administered to patients who agreed to participate in the study.
Results: The study included 148 patients: 70 men (47.3%) and 78 women (52.7%). We found that 91.2% (n=135) of the patients were aware of their family physician, but only 30.4% (n=45) had sought a consultation with before approaching the ED. The most common reason for visiting the ED was the ability to undergo an immediate medical examination without an appointment. Furthermore, 43.2% of the patients were unaware of the triage system. We found that 66.9% of the patients were very satisfied with our ED services, whereas 25% were satisfied.
Conclusion: Our findings indicate that a significant proportion of patients approach the ED with non-urgent complaints, which contributes to longer waiting times and reduced patient satisfaction. To improve this situation, it is crucial to enhance public awareness of the role and function of EDs and establish effective referral systems.

Keywords: Patient satisfaction, emergency department, length of stay, waiting time