Özet:

Introduction: With the spread of privatization and health insurance in the health sector in the world, the evaluation of the quality of the health service becomes important. Measurement of patient satisfaction is an important parameter in the evaluation of quality. The aim of this study was to evaluate the level of satisfaction in the emergency department (ED) of our hospital and to identify our shortcomings. Methods: Demographic information of the patients who applied to Ankara Training and Research Hospital Emergency Department, ED application form, the time and urgency of the application, and the duration of the emergency service were recorded. The opinions of the patients were examined prospectively with 21 closed-ended questions measuring the physical conditions of the hospital, the health services provided and the quality of communication. Results: The median age of 1044 patients participating in the study was 56 and 52.6% were male. It was determined that the level of satisfaction increased with increasing age (p<0.05). Patients with a high level of education had a significantly higher dissatisfaction rate (p<0.05) 73.9 % of patients were satisfied with the ED, was not satisfied with the ED of 9.8% and 16.3% undecided. When the patient’s urgency score increases and having less waiting time, it was found to be high level of satisfaction (p <0.05). Conclusion: EDs have different dynamics than other units in terms of service and application. Different patient groups can apply for ED with a combination of one or more diseases. The main demand of the patients is to get diagnosis and treatment very quickly. However, it is not always possible to provide sufficient patient satisfaction due to time, staff and space constraints in EDs where workload is intense. Planning improvements for areas where complaints that lead to dissatisfaction in ED are concentrated will reduce ED patient dissatisfaction.

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