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ORIGINAL ARTICLE
Year : 2014  |  Volume : 2  |  Issue : 3  |  Page : 161-165

Evaluating satisfaction of patients referring to emergency ward of Shahid Sadooghi Hospital, Yazd, Iran, in 2013


1 Department of Healthcare Management, Shahid Saddoughi University of Medical Sciences, Yazd, Iran
2 Department of Emergency Medicine, Shahid Sadoughi University of Medical Sciences, Yazd, Iran
3 Hospital Management Research Center, Shahid Saddoughi University of Medical Sciences, Yazd, Iran
4 Department of Epidemiology and Biostatistics, Shahid Saddoughi University of Medical Sciences, Yazd, Iran

Correspondence Address:
Noora Rafiee
MSc Student of Healthcare Management, Department of Healthcare Management, Shahid Sadoughi University of Medical Sciences, Yazd
Iran
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Source of Support: None, Conflict of Interest: None


DOI: 10.4103/2347-9019.142200

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Introduction: Satisfaction of patients is an important index of health care quality, because it provides information about the success of providers in terms of meeting customers' expectations. Due to the importance of this issue, the present study attempted to examine the satisfaction of one of the crowded emergency wards in city of Yazd, Iran. Materials and Methods: This study as a descriptive research was conducted in the emergency ward of Shahid Sadooghi Hospital, Yazd, Iran, in 2013. To collect the data, standard Press Ganey questionnaire was used. The patients or their companions were randomly sampled at the time of discharge from the emergency ward. Findings: Out of six domain (support services, nursing services, reception services, physician's services, internal precinct of emergency ward, and question about general satisfaction), the highest satisfaction was achieved in the dimension of support and nursing services (with means of 82.5 and 82.25 and standard deviations of 14.24 and 15.92, respectively). Then, satisfaction with reception services (mean of 81.21 and standard deviation of 15.48), physician's services (mean of 77.47 and standard deviation of 12.12), and internal precinct of the ward (mean of 77.05 and standard deviation of 15.21) were placed. Minimum satisfaction was obtained from the question about general satisfaction with emergency ward (mean of 75% and standard deviation of 15.54). Mean satisfaction of the patients of this ward was 78.35% (Cl: 76.7, 79.98). Discussion and Conclusion: Considering the mean scores obtained in the studied domains, it seems that emergency ward of this hospital should improve its process and performance, particularly in the domains which had low scores.


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