Original Article Patient satisfaction regarding Emergency Department services at Combined Military Hospital (CMH) Lahore – A cross-sectional study
Abstract
AbstractObjective
The aim of this study is to measure the level of satisfaction of the patients that present to the A&E department of CMH Lahore. Feedback from the patients themselves is the most reliable source of information regarding the shortcomings of the healthcare system.
Methods
A cross sectional analytical study was conducted in a period of 6 months at the A&E department of CMH Lahore. Patients that presented were administered self-designed questionnaires by the investigators in a non-contrived setting and participants were enrolled using simple convenience sampling. The patients that presented to all other departments were excluded from the study.
The questionnaire assessed demographic data, physical environment, accessibility, attitude of healthcare providers towards patients and overall satisfaction.
Results
Among the 277 total respondents 67.9% were males and 27.1% were females. Maximum satisfaction was documented in the area of health care the professional’s attitudes towards the patients where 81.6% were satisfied. There was a significant correlation between level of dissatisfaction and age with a p- value of 0.015 where 37.9% respondents were between 15-25 years of age. Decreased satisfaction was identified in areas of physical environment and information provided regarding the treatment of the patient. 88.8% Patients were overall satisfied with the A&E department.
Conclusions
Patients were predominantly satisfied with the healthcare facilities provided at the A&E department other than a few basic facilities including physical environment and information regarding prescribed medicine.
Key Words: Combined Military Hospital (CMH) Lahore, Emergency Department, A & E department, Patient Satisfaction
