Satisfaction and Knowledge Levels of Adult Patients Admitted to the Emergency Department of a Secondary State Hospital: An Observational Survey Study

INTRODUCTION: Emergency departments (EDs) operate continuously (“24/7”) throughout the year. However, an increase in ED admissions often compromises the quality of service and patient satisfaction. This study aimed to identify problems related to overcrowding in the ED.
METHODS: We conducted a patient satisfaction survey of adult patients presenting to the ED of a secondary state hospital. The Patient Satisfaction Questionnaire (PSQ), comprised of 17 closed-ended questions, was administered to patients who agreed to participate in the study.
RESULTS: The study included 148 patients: 70 males (47.3%) and 78 females (52.7%). We found that 91.2% (n = 135) of the patients were aware of their family physician, but only 30.4% (n = 45) had sought a consultation therewith before approaching the ED. The most common reason for visiting the ED was the ability to undergo an immediate medical examination without an appointment. Furthermore, 43.2% of the patients were unaware of the triage system. We found that 66.9% of the patients were very satisfied with our ED services, while 25% were satisfied.
DISCUSSION AND CONCLUSION: Our findings indicate that a significant proportion of patients approach the ED with non-urgent complaints, which contributes to longer waiting times and reduced patient satisfaction. To improve this situation, it is crucial to enhance public awareness about the role and function of EDs and establish effective referral systems.