Patient Satisfaction Concerning Information Dispensation at the Emergency Department: A Cross-Sectional Study رسالة ماجستير

Abstract

Introduction: Proper information dispensation in the emergency departments is crucial for achieving a satisfactory level of healthcare services that is reflected by positive outcomes on both patients and quality of care. The current study aimed to assess satisfaction levels of the Palestinian patients who visit emergency departments regarding information dispensation, as well as the most common sociodemographic factors affecting them. Methods: The study utilized a cross-sectional quantitative design on a convenience sample of 200 patients from emergency departments of Palestine Red Crescent Society-Hebron Hospital, Al-Ahli Hospital, Bethlehem Arab Society Hospital, Al Yamamah Hospital, Red Crescent-Ramallah Hospital and Istishari Arab Hospital between May 26th and June 13th, 2023, and were asked to fill in a self-administered questionnaire on their demographic data, general satisfaction of health information, and satisfaction on information dispensation. Data were analyzed using SPSS, with a full commitment to ethical considerations of anonymity and confidentiality. Results: The sample consisted of 51.5% males, 66% married, 51% with bachelor’s degree, 56.5% living in rural areas and 50.5% with more than 3000 Shekels of monthly income. 57.5% of the patients waited for less than an hour for doctor’s interview, with a dominant oral communication (97%). The general satisfaction score was 3.25 out 5, while the scores of satisfaction of distribution of general information (2.93/5), practical information (3.37/5) and medical information (3.19/5) resulted in a n overall satisfaction level with information dispensation to reach 3.17/5. Significantly higher satisfaction was seen in older patients (F = 3.049, p-value = 0.011) and with higher income (F = 4.656, p-value = 0.004). Conclusions: The study highlighted the presence of an overall average level of satisfaction among Palestinian patients towards information dispensation in emergency departments. Policymakers in the healthcare sectors should support the factors that enhance patients’ satisfaction, as it is reflected on positive health outcomes and quality of care