Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia

Patients' experience in the emergency department in terms of service, communication, waiting time, competence and facility are important indicators in improving quality care. The aim of this study was to explore patient’s satisfaction level on care of five domains; services, communication, wait...

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Main Authors:	Basauhra Singh, Harvinderjit Kaur, Subramanian, Pathmawathi, Chong, Mei Chan, Jamaludin, Sumaiyah @ ThandarSoe
Format:	Article
Language:	English
Published:	Research & review 2016
Subjects:	RT71 Study and Teaching RT82 Nursing As A Profession
Online Access:	http://irep.iium.edu.my/59598/ http://irep.iium.edu.my/59598/ http://irep.iium.edu.my/59598/1/survey-on-patients-satisfaction-on-the-service-quality-in-anemergency-department-in-malaysia-%20%281%29.pdf

id	iium-59598
recordtype	eprints
spelling	iium-595982017-11-24T01:17:43Z http://irep.iium.edu.my/59598/ Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia Basauhra Singh, Harvinderjit Kaur Subramanian, Pathmawathi Chong, Mei Chan Jamaludin, Sumaiyah @ ThandarSoe RT71 Study and Teaching RT82 Nursing As A Profession Patients' experience in the emergency department in terms of service, communication, waiting time, competence and facility are important indicators in improving quality care. The aim of this study was to explore patient’s satisfaction level on care of five domains; services, communication, waiting time, competence and facility in the emergency department. A cross-sectional study design using PEQ (Patient Experience Questionnaire). Convenience sampling method used requiring participants to complete the questionnaire prior to discharge. Data was analysed with SPSS version 20. Descriptive and Pearson Chi Square was used to determine the association.324 questionnaires returned. Descriptive analysis showed 67.9% were not satisfied with their experiences. The mean service scored 65.90 ± 31.91, communication scored 65.00 ± 35.76, facility scored 63.33 ± 34.53, competence scored 54.89 ± 35.18 and waiting time scored 49.77 ± 32.65. Service has significance association with education and age group. This study has showed the importance of communication skill and a well-organized emergency department right from the triage till discharge to improve the satisfaction level of patients. Hence the department should recognize these needs and increase the provision of training need for staff in order in contribution to improve the communication skill of the healthcare provider. Research & review 2016-06 Article PeerReviewed application/pdf en http://irep.iium.edu.my/59598/1/survey-on-patients-satisfaction-on-the-service-quality-in-anemergency-department-in-malaysia-%20%281%29.pdf Basauhra Singh, Harvinderjit Kaur and Subramanian, Pathmawathi and Chong, Mei Chan and Jamaludin, Sumaiyah @ ThandarSoe (2016) Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia. Research & Reviews: Journal of Nursing & Health Sciences, 2 (2). pp. 10-15. http://www.rroij.com/open-access/survey-on-patients-satisfaction-on-the-service-quality-in-anemergency-department-in-malaysia-.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	RT71 Study and Teaching RT82 Nursing As A Profession
spellingShingle	RT71 Study and Teaching RT82 Nursing As A Profession Basauhra Singh, Harvinderjit Kaur Subramanian, Pathmawathi Chong, Mei Chan Jamaludin, Sumaiyah @ ThandarSoe Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
description	Patients' experience in the emergency department in terms of service, communication, waiting time, competence and facility are important indicators in improving quality care. The aim of this study was to explore patient’s satisfaction level on care of five domains; services, communication, waiting time, competence and facility in the emergency department. A cross-sectional study design using PEQ (Patient Experience Questionnaire). Convenience sampling method used requiring participants to complete the questionnaire prior to discharge. Data was analysed with SPSS version 20. Descriptive and Pearson Chi Square was used to determine the association.324 questionnaires returned. Descriptive analysis showed 67.9% were not satisfied with their experiences. The mean service scored 65.90 ± 31.91, communication scored 65.00 ± 35.76, facility scored 63.33 ± 34.53, competence scored 54.89 ± 35.18 and waiting time scored 49.77 ± 32.65. Service has significance association with education and age group. This study has showed the importance of communication skill and a well-organized emergency department right from the triage till discharge to improve the satisfaction level of patients. Hence the department should recognize these needs and increase the provision of training need for staff in order in contribution to improve the communication skill of the healthcare provider.
format	Article
author	Basauhra Singh, Harvinderjit Kaur Subramanian, Pathmawathi Chong, Mei Chan Jamaludin, Sumaiyah @ ThandarSoe
author_facet	Basauhra Singh, Harvinderjit Kaur Subramanian, Pathmawathi Chong, Mei Chan Jamaludin, Sumaiyah @ ThandarSoe
author_sort	Basauhra Singh, Harvinderjit Kaur
title	Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
title_short	Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
title_full	Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
title_fullStr	Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
title_full_unstemmed	Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia
title_sort	survey on patient’s satisfaction on the service quality in an emergency department in malaysia
publisher	Research & review
publishDate	2016
url	http://irep.iium.edu.my/59598/ http://irep.iium.edu.my/59598/ http://irep.iium.edu.my/59598/1/survey-on-patients-satisfaction-on-the-service-quality-in-anemergency-department-in-malaysia-%20%281%29.pdf
first_indexed	2023-09-18T21:24:27Z
last_indexed	2023-09-18T21:24:27Z
_version_	1777412097488977920

Survey on patient’s satisfaction on the service quality in an emergency department in Malaysia

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