[Patient satisfaction survey in emergency departments in acute care hospitals]

To describe patient satisfaction with emergency care of different hospitals.

patients attended in emergency departments of nine acute hospitals. A patient satisfaction questionnaire was used which includes relevant areas for patients and emergency departments workers 1,940 patients were selected to be surveyed by phone, by previously trained interviewers.

1, 423 patients were interviewed. They reported that mean waiting time until were seeing by the physician ranged from 20 to 60 minutes and total time at the emergency room from 60 to 170 minutes. Interviewees negative ratings for both were of 38% and 36% respectively. Information given about the problem of the patient was negatively rated by 6 to 17%, and about the treatment to follow by 8 to 16% of them. 5% referred not getting information on the latest. Up to 30% of patients said not were clearly informed of the results of the test performed Interpersonal care was positively rated in 55% of cases in some hospitals. Global evaluation gave positive ratings of 58% and negatives of 14%.

This survey detect significant differences among all the centers in the study. Waiting time area showed the greater differences among them. Also the worst qualifications, followed by information to patient. Patient satisfaction questionnaires may work as aid in detecting health care problems.