Abstract

Patient Satisfaction with Service Quality in Emergency Department of Public Hospitals in KSA

The aim of this study was to assess patient satisfaction with services using questionnaire survey. In Emergency Department patient satisfaction is an important quality indicator. Patient satisfaction must be one of the key objectives of modern healthcare systems and must be evaluated constantly. Health as a fundamental right is gaining popularity in the past few decades and it has become a social goal. The health care scenario is fast changing all over the world. Patient satisfaction is one of the established parameters to measure success of the health care services that are provided in the hospitals. The findings of this study show that the patients are not satisfied with most of the emergency department services provided to them like front desk and timing, facilities, nursing care, doctor care, cleanliness and billing procedure. Therefore, we conclude there is apparently a gap between the perception and expectation of the emergency department services provided to the patients. These emergency department services need improvement to fill the gap of service quality.

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