Investigating the Factors Affecting the Triple Dimensions of Patients’ Satisfaction of Those referred to the Emergency Department in -Zanjan, Iran in 2017

Patient satisfaction in the emergency department is one of the important indicators to assess the quality of hospital services. This study aimed to investigate the factors affecting the triple dimensions of satisfaction (technical-professional care, trust, and patient education) in patients referred to the emergency department. This cross-sectional study was performed in 378 patients presenting at the emergency department of Zanjan hospitals, Iran, in 2017. Demographic data were recorded. A Patient Satisfaction Questionnaire was used to examine the patient's satisfaction in three dimensions: technical-professional care, trust, and patient education. Data were analyzed using SPSS version 18. The mean age of the patients was 48.2±19.6 years. Most patients were men and married. The mean±SD score of satisfaction in patients referred to the emergency department was 84.57±25.69, which was considered moderate. In assessing the dimensions of satisfaction, technical-professional care had the highest mean, and training to the patient had the lowest score. There was a significant relationship between satisfaction and trust with hospitalization and age (p=0.004). The variables of gender, marital status, education level and employment status with satisfaction and dimensions were not significant. Patient satisfaction was moderate. It seems that there is a need for planning in order to increase satisfaction and its dimensions in patients who have frequent visits.