Abstract:
Aims
The patient satisfaction through their experience on Accident & Emergency (A&E) visits are the outcome of multiple factors working in close relationship. This study aims to determine the factors that influence patient’s satisfaction with accident & emergency services. The selected factors surveyed include: Overall Ratings, Registration, Triage, Doctor, Nurse, Other Services and A&E Facilities. Reason to Choose to Come to this A&E and Recommendation to Others. Satisfied patients with A&E Services improves utilisation and contributes to the hospital admission
and revenue.
Methods
Secondary data analysis on the data collected from the telephone interview
conducted by a third-party survey company commissioned by the hospital, using a standardized patient satisfaction survey questionnaire. The survey data was submitted to the hospital on a quarterly basis. The population of the survey were patients who visited the Accident & Emergency (A&E) Department from April
2018 to December 2019 from the private hospital the researcher is currentlyworking. Raw data collected was subjected to secondary analysis using Statistical Package for the Social Science (SPSS) software 24.0 version for descriptive and inferential analysis.Results. There were 528 respondents participated in this study. The overall experience of
the A&E visit is being used as a proxy of the patient satisfaction rate. 80.3% of the participants expressed their satisfaction with their A&E visit. Registration, Nurse factor and significantly contributed to the patient satisfaction.
Conclusion
Finding of this study demonstrated the Registration, Nurse and A&E Facilities are significant in affecting patient satisfaction in the A&E Department. Improving the satisfaction rate could improve the hospital revenue. Hence, A&E Department should look at their patient satisfaction seriously to ensure the sustainability of the hospital revenue.
Key words: Patient Satisfaction, Accident & Emergency, Registration, Triage, Doctor, Nurse, Support Services and A&E Facility, Revenue
