title: [Patient satisfaction when seen in the Emergency room of San Juan de Dios del Aljarafe Hospital (Spain)].
abstract: OBJECTIVE
  To find out the level of satisfaction of patients seen in the Emergency room of the of San Juan de Dios Hospital, Aljarafe; to identify the determining factors and to define the areas that need improvement and reinforcement in order to improve the quality of care.
  
  
  METHODS
  A telephone survey was carried out between July and September, 2008, containing 44 questions, 2 with a closed response, 3 with yes/no answers and the remaining questions scored based on a Likert type scale of 1 (most negative answer) to 5 (most positive answer). Observations were also recorded.
  
  
  RESULTS
  Overall satisfaction was 84.7%: 82% would recommend this Emergency room, and 59.6% considered it better than others. The aspects to be emphasised are: respect (97.6%), cleanliness (97.1%) and intimacy (94.6%). Following these were: the doctor's disposition to listen (93.1%); the preparation of the professionals (from 92.3% for the administration professionals to 88.6% for auxiliary nurses); kindness (from 91.8% for doctors to 89.9% for nurses); and the ease of getting orientated (90%). The information given was evaluated positively by 70.3%, and 87% acknowledged understanding this information. However, 52.4% of patients were satisfied with the information given during triage related to the stay in the emergency room, and, 22.3% as regards the probable waiting period. The satisfaction with the waiting between triage and first medical consultation was higher in the one-two-triage patients and was lower in the four-triage ones; in the waiting between first medical consultation and the discharge, the one-triage patients were more satisfied than the rest. Nevertheless, there were no statistically significant differences with satisfaction with the waiting until the triage.
  
  
  CONCLUSIONS
  The percentages of satisfaction was greater than 80% in 23 of the 34 items, with certain aspects having a satisfaction rate over 90%: respect, cleanliness, the doctor's predisposition to listen, qualification and kindness of the personnel. On the contrary, others items were scored under a rate of 70%: information at triage, attention to pain, waiting periods for triage-doctor's first visit and subsequent visit for discharge, and personnel identification.
authors.affiliation: Servicio de Prevención, Calidad y Medio Ambiente, Hospital San Juan de Dios del Aljarafe, Bormujos, Sevilla, España. mariavictoria.ruiz@sjd.es
authors.forename: V
authors.initials: V
authors.lastname: Ruiz Romero
authors.forename: J
authors.initials: J
authors.lastname: Fajardo Molina
authors.forename: J L
authors.initials: JL
authors.lastname: García-Garmendia
authors.forename: F
authors.initials: F
authors.lastname: Cruz Villalón
authors.forename: R
authors.initials: R
authors.lastname: Rodríguez Ortiz
authors.forename: F J
authors.initials: FJ
authors.lastname: Varela Ruiz
mesh_terms: D000293:Adolescent; D000328:Adult; D000368:Aged; D001291:Attitude of Health Personnel; D003625:Data Collection; D004636:Emergency Service, Hospital; D005260:Female; D006297:Health Services Accessibility; D006764:Hospitals, Community / Q000458:organization & administration*; D006801:Humans; D007407:Interviews as Topic; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011785:Quality Assurance, Health Care; D013030:Spain; D011795:Surveys and Questionnaires; D013997:Time Factors; D014218:Triage; D055815:Young Adult