PATIENT SATISFACTION OF EMERGENCY MEDICAL SERVICES IN ABADAN AND KHORRAMSHAHR HOSPITALS, 2009

Patient satisfaction is a concept that today has gained high importance in
medical care. Some experts believe that it is impossible to improve business processes and hospital
quality regardless of patients’ needs, expectations, and satisfaction. Therefore, this study was carried
out to determine satisfaction rate of emergency medical services in hospitals of Abadan and
Khorramshahr.
Materials & Methods: This descriptive study used a two-section self made questionnaire that was
filled by 1152 patients referring to emergency departments in Abadan and Khorramshahr. The data
were analyzed using SPSS.
Results: The results showed that 50.05% of the studied samples were men, 68.2% single, 74.4% had
insurance, and 63.5 % had a history of hospitalization. Among the demographic and contextual
variables, there was statistically meaningful relationship between satisfaction and age (p <0.001),
history of hospitalization (p <0.001), cause of hospitalization (p <0.001) and the structure of hospital.
Conclusion: Patients’ satisfaction of emergency medical services in hospitals was very desirable and
dissatisfaction mostly belonged to hospital structure