A Descriptive Study to Assess the Level of Satisfaction among Adult Patient with Regard to Medical and Surgical Emergency Services, PGIMER, Chandigarh

Abstract

Background: Emergency department is a vital part in a hospital that is responsible for provision of medical and surgical care to the patients arriving in the need of immediate care. The current study was conducted to assess the level of satisfaction among adult patients with respect to medical and surgical emergency services of Postgraduate Institute of Medical Education and Research (PGIMER), Chandigarh. Material and Method: A descriptive approach was employed on 289 adult patients who were enrolled using total enumeration sampling technique. A self-structured interview schedule was used. Self-structured means that the tool was not taken as an exact copy from any of the previous research study. But the authors themselves formed a tool by taking hint from various studies so that we can focus on various components of satisfaction. The data was entered and analyzed using SPPS 20.0. Result: The mean age of patients was 45.26±15.34 years. More than half of the patients (63.7%) were male. The study revealed that patient satisfaction with physician services, nursing services, paramedical staff services, security personnel attitude were 70%, 85%, 75% and 80% respectively. Majority of them were satisfied with the registration – admission process and reception and enquiry services (90% and 80% respectively). Only 50% were satisfied with the canteen services and more than 80% with the pharmacy, 40% patients with the parking room, more than 50% with the dietary department, 60% with the billing procedure and 80% with the total expenditure of the hospital premises. Regarding cleanliness 90% were satisfied with the cleanliness maintained in the wards and 90% with the respect given to them. More than 50% patients were uncertain about the laundry services. Conclusion: The study established that patients were satisfied with services provided in emergency department of PGIMER.