Quality of emergency rooms and urgent care services: user satisfaction

• Autor(a) principal: Lima,Cássio de Almeida
• Data de Publicação: 2015
• Outros Autores: Santos,Bruna Tatiane Prates dos, Andrade,Dina Luciana Batista, Barbosa,Francielle Alves, Costa,Fernanda Marques da, Carneiro,Jair Almeida
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Einstein (São Paulo)
• Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1679-45082015000400587
• topic: Patient satisfaction; Patient care; Quality of health care; Health evaluation; Emergency medical services; Questionnaires

Objective To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users. Methods A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire. Results Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment. Conclusion Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself.