title: Predictors of patient satisfaction in an emergency care centre in central Saudi Arabia: a prospective study.
abstract: OBJECTIVE
  This study aimed to (i) assess the level of patient satisfaction and its association with different sociodemographic and healthcare characteristics in an emergency care centre (ECC) in Saudi Arabia and (ii) to identify the predictors of patients' satisfaction.
  
  
  METHODS
  A prospective cohort study of 390 adult patients with Canadian triage category III and IV who visited ECC at King Abdulaziz Medical City, Riyadh, Saudi Arabia, between 1 July and end of September 2011 was conducted. All patients were followed up from the time of arrival at the front desk of ECC until being seen by a doctor, and were then interviewed. Patient satisfaction was measured using a previously validated interview-questionnaire, within two domains: clarity of medical information and relationship with staff. Patient perception of health status after as compared with before the visit, and overall life satisfaction were also measured. Data on patient characteristics and healthcare characteristics were collected. Multiple linear regression analysis was used, and significance was considered at p≤0.05.
  
  
  RESULTS
  One-third (32.8%) of patients showed high level of overall satisfaction and 26.7% were unsatisfied, with percentage mean score of 70.36% (17.40), reflecting moderate satisfaction. After adjusting for all potential confounders, lower satisfaction with the ED visit was significantly associated with male gender (p<0.001), long waiting time (p=0.032) and low perceived health status compared with status at admission (p<0.001). Overall life satisfaction was not a significant predictor of patient satisfaction.
  
  
  CONCLUSIONS
  An appreciation of waiting time as the only significant modifiable risk factor of patient satisfaction is essential to improve the healthcare services, especially at emergency settings.
authors.affiliation: King Abdullah International Medical Research Center, King Saud Bin-Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.|College of Medicine, King Saud bin Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.
authors.forename: Mostafa A
authors.initials: MA
authors.lastname: Abolfotouh
authors.affiliation: King Abdullah International Medical Research Center, King Saud Bin-Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.
authors.forename: Mohammed H
authors.initials: MH
authors.lastname: Al-Assiri
authors.affiliation: College of Medicine, King Saud bin Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.
authors.forename: Rabab T
authors.initials: RT
authors.lastname: Alshahrani
authors.affiliation: King Abdullah International Medical Research Center, King Saud Bin-Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.
authors.forename: Zainab M
authors.initials: ZM
authors.lastname: Almutairi
authors.affiliation: Emergency Care Center, King Saud University, College of Medicine, Riyadh, Saudi Arabia.
authors.forename: Raid A
authors.initials: RA
authors.lastname: Hijazi
authors.affiliation: King Abdullah International Medical Research Center, King Saud Bin-Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.|Department of Oncology, King Abdulaziz Medical City, Ministry of National Guard Health Affairs, Riyadh, Saudi Arabia.
authors.forename: Ahmed S
authors.initials: AS
authors.lastname: Alaskar
mesh_terms: D000328:Adult; D004636:Emergency Service, Hospital / Q000592:standards*; D005260:Female; D006801:Humans; D007407:Interviews as Topic; D008297:Male; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011446:Prospective Studies; D012529:Saudi Arabia; D011795:Surveys and Questionnaires; D014218:Triage; D014850:Waiting Lists
keywords: emergency care systems; emergency department management; patient support; quality; triage