[Validation of a fast scale patient´s satisfaction in emergencies]

Quality of attention is assessed through patient´s satisfaction about attention received. A validated fast scale to asses it in emergency medical services is necessary.

To design and validate the Patient Satisfaction at Emergency Services Scale (ERSAPUR).

Longitudinal, process study to assess the new satisfaction scale at Emergency room in a second level attention unit. PHASE I: ERSAPUR was designed by 10 quality and emergencies attention experts; redaction was approved by 20 patients consecutively. PHASE II: After written consent, ERSAPUR and Encuesta de Satisfacción del Servicio de Urgencias del Hospital Universitari de Bellvitge de Barcelona scales were applied to patients attended at emergency room, more than18 years-old. Those patients with psychiatric disease, mental handicap or non-spanish parlor were excluded. ERSAPUR was reapplied by phone 7-10 days later. Cronbach´s alfa was used for internal fiability, Spearman´s rho for convergent validity, and Intraclass correlational coefficient (CCI) for test-retest; p ≤ 0.05 was considered significant.

260 patients answered both scales. Medical and nurses cares produced the highest satisfaction. Clean and waiting time produced the highest dissatisfaction. Cronbach´s Alpha = 0.873, Spearman´s rho = 0.654, CCI = 0.75 (p ≤ 0.01).

ERSAPUR is a valid and fiable scale, and it´s a useful instrument to assess the quality of attention in Emergency room services.