title: [Perception of the quality of emergency care by the users: expectations and satisfaction with the care received].
abstract: The aim of this study was to examine patient satisfaction with emergency care at a teaching hospital Emergency Department (ED) in Northern Italy. Level of patient satisfaction was compared with patient expectations at ED access. A questionnaire using a 6-point Likert scale format was administered to 427 patients. The mean general satisfaction index was 4,54+/-1,36. The rank order of "important" factors differed from that of 'satisfaction' factors. This study identified several critical areas perceived by patients to be of absolute importance and regarding which interventions are desirable.
authors.affiliation: Centro CURA, Università degli Studi di Milano. psicocat@unimi.it
authors.forename: Elena
authors.initials: E
authors.lastname: Iapichino
authors.forename: Elena
authors.initials: E
authors.lastname: Vegni
authors.forename: Donatella
authors.initials: D
authors.lastname: Frangi
authors.forename: Cesare
authors.initials: C
authors.lastname: Bernasconi
authors.forename: Egidio Aldo
authors.initials: EA
authors.lastname: Moja
mesh_terms: D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D004636:Emergency Service, Hospital / Q000592:standards; D004638:Emergency Treatment / Q000592:standards; D005260:Female; D006784:Hospitals, Teaching; D006801:Humans; D007558:Italy; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires