Abstract

Aim

Despite its critical importance, no standardized scale specifically adapted to measure patient satisfaction with all aspects of 112 Emergency Healthcare Services is available. We aimed to develop a scale to measure patient satisfaction with 112 Emergency Healthcare Services.

Materials and Methods

This study was conducted in accordance with the Declaration of Helsinki. First, studies on patient satisfaction were reviewed, and then a questionnaire inventory consisting of 40 items was created to measure the desired domain. We sent the inventory to 10 experts in the field and asked them to evaluate the appropriateness of the items for the purpose of the study. The content validity index was calculated, and the items that should remain in the measurement tool. After conducting the pilot test, using these results, data were collected from 400 patients/patient relatives who applied to 112 Emergency Health Services in Aksaray province between 27.05.2015 and 30.06.2015 using the survey technique, and the collected data were analyzed by Kaiser-Meyer-Olkin test, Bartlett test, exploratory factor analysis, and confirmatory factor analysis.

Results

The scale, which was determined to consist of 26 items based on the analyses, consists of 4 sub-dimensions: ambulance personnel, call answering personnel, on-scene service provision, and ambulance technical equipment. The Cronbach’s alpha coefficient of the developed scale was 0.907, and the goodness-of-fit measures were excellent.

Conclusion

A reliable scale for measuring patient satisfaction in 112 Emergency Health Services, which may be suitable for health managers, health professionals, and researchers interested in this field, has been introduced to the literature.