title: [Factors related to patient satisfaction with hospital emergency services].
abstract: OBJECTIVE
  To determine the perceived quality variables related to satisfaction and to identify the influence of sociodemographic factors on user satisfaction with hospital emergencies.
  
  
  METHODS
  A telephone survey was conducted with a specifically designed questionnaire for use in a sample of 3,600 users of hospital emergency services in nine public hospitals in 2008 and 2009.
  
  
  RESULTS
  The adjusted model including all perceived quality and sociodemographic variables explained 47.1% of the variance (adjusted R(2)). Of all the independent variables included, only eight were significant in predicting the level of patient satisfaction. These variables were related to the patient's opinion of the relationship with medical staff (p = 0.041), nurses' and porters' professionalism (p = 0.010 and 0.022), infrastructure (cleanliness and comfort) (p = 0.033 and 0.008), information received at discharge (p = 0.000), waiting time in the emergency department (p = 0.000) and the perception of treatment-diagnosis without failure (p = 0.028).
  
  
  CONCLUSIONS
  The variables influencing emergency patients' satisfaction were determined, allowing areas where corrective action could be introduced to be identified. In addition, possible confounding factors that should be controlled for when comparing results among distinct hospitals were identified. The emergency satisfaction questionnaire is a useful instrument to evaluate and improve quality of care.
authors: Subdirección de Calidad Asistencial, Consejería de Sanidad y Consumo, Comunidad Autónoma de la Región de Murcia, España. pedro.parra@carm.es
authors: Pedro
authors: P
authors: Parra Hidalgo
authors: Rosa María
authors: RM
authors: Bermejo Alegría
authors: Adelia
authors: A
authors: Más Castillo
authors: María Dolores
authors: MD
authors: Hidalgo Montesinos
authors: Rafael
authors: R
authors: Gomis Cebrián
authors: José Eduardo
authors: JE
authors: Calle Urra
mesh_terms: D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D017028:Caregivers / Q000523:psychology; D002648:Child; D002675:Child, Preschool; D004522:Educational Status; D004636:Emergency Service, Hospital / Q000706:statistics & numerical data*; D005260:Female; D019538:Health Care Surveys; D006272:Health Facility Environment; D006779:Hospitals, Public / Q000706:statistics & numerical data*; D006801:Humans; D007223:Infant; D008297:Male; D008875:Middle Aged; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D010361:Patients / Q000523:psychology; D011369:Professional-Patient Relations; D058996:Quality Improvement; D012959:Socioeconomic Factors; D013030:Spain; D011795:Surveys and Questionnaires; D013689:Telephone; D016896:Treatment Outcome; D055815:Young Adult