PATIENT SATISFACTION AND ASSOCIATED FACTORS TOWARDS HEALTH SERVICE AT EMERGENCY MEDICINE AND CRITICAL CARE DEPARTMENT, AaBET HOSPITAL ADDIS ABABA, ETHIOPIA

Abstract

Summary Background: Patient Satisfaction is an important issue in health care nowadays. It is considered one of the important Quality indicator(s) at the ED(3).Patient satisfaction influences their compliance with treatment, seeking of medical advice and maintains a continuing relationship with practitioners. Measurement of patient satisfaction has become an integral part of hospital management strategies worldwide. Objectives: To asses patient satisfaction and associated factors towards health service in AaBET Hospital, ADDISABABA. Methodology: A cross sectional Hospital based survey was conducted at adult Emergency department of AaBET Hospital. Representative sample of 423 patients was selected among patients who come during study period. Using systematic random sampling techniques, the study participants were enrolled according to the patients’ list which is obtained from the triage registry and the first patient was selected by lottery method from number 1 to 3 patients’ list during data collection day and then every 3rd patient was selected for Interview. Patients were interviewed after 24 hrs of stay in the emergency. Data was collected by data collector using structured questionnaires. The collected data was entered, cleaned, edited with EPI- INFO 7 and analyzed by using SPSS 20.0 version statistical soft ware. Result and Conclusion The overall satisfaction of participants was low .patient satisfaction was affected by ED staff (doctors and nurses) , physical environment of ED and administrative facilities.