Patient Satisfaction with the Emergency Department Experience in the Era of COVID-19: A National Survey

Abstract

Background Patient satisfaction with an ED visit is often overlooked during the ongoing COVID-19 pandemic, and requires further examination. Aim We aim to investigate, on a national scale, patients’ satisfaction during their ED encounter, and to explore the determinants of such satisfaction. Methods This is a cross-sectional analysis conducted between January and February 2021 throughout Saudi Arabia. Result The total number of patients was 508. The median satisfaction score for the clarity of information provided in the ED was 40 (SD=4.94), while satisfaction with the relationship with staff and ED routine revealed a median score of 39.9 (SD=5.08). We noted several determinants of ED satisfaction, including age, marital status, educational status, clarity of the treatment plan, improvement of their condition while in the ED, verbal and/or written discharge instructions, as well as a follow-up call two days after discharge. Conclusion Patient satisfaction is an integral part of the patient-centred approach in the ED, and should be continuously evaluated.