ABSTRACT

Objective:

This study aimed to determine the factors affecting patients’ satisfaction levels treated in yellow, red, and green areas who applied to the emergency department of an education and research hospital.

Material and Methods:

With this study, 1383 patients aged between 14 to 85 who applied to the emergency department from October 2012 to January 2013 were accepted. Multiple-choice questions were asked in terms of the factors that were affecting patient satisfaction.

Results:

Having compared yellow, green, and red zones, statistically significant differences have been found in the aspect of the perception of patients’ social insurance, the way for applying and being accepted to the emergency department, the reason for coming to the emergency department, the staff that is first met, time between entrance and physical examination, the doctor’s attitude, the waiting time for test results and treatment of the patient, and the total time spent in the emergency department (p<0.05). On the contrary, a statistically significant difference was not found between the yellow, red, and green areas patients in terms of the convenience and the adequacy of space of the emergency department, the medical care quality and the attitudes of the nurses and personnel, the state of hygiene and the medical supplies and equipment of the hospital, the quality of the observation, the adequacy of the information provided to the patient during discharge, or the satisfaction of the overall treatment that was experienced while in the emergency department (p>0.05).

Conclusion:

Studies related to satisfaction may offer important clues in the direction of increasing standards of quality in the emergency departments.