병원 내 응급의료서비스에 대한 환자의 불만족에 영향을 미치는 요인 = Factor for The Dissatisfaction ofPatient for Emergency DepartmentServices

다국어 초록 (Multilingual Abstract)

Purpose: To evaluate patient satisfaction with emergency
department (ED) services and to identify factors influencing
dissatisfaction.
Methods: Direct interviews with questionnaires were
administered at 18 EDs during a 6-day period from July 26
to July 31, 2006. All patients and accompanying persons
who visited the ED during the survey period were included.
Questionnaires consisted of 14 questions regarding the
patient’s characteristics (determinants), 9 questions about
ED services (components) evaluated on a 5-point Likert
scale, and 2 questions to gauge overall ED satisfaction
rated on a 5-point Likert scale and a visual analogue scale
(VAS). Overall dissatisfaction was modeled using logistic
regression.
Results: Of the 708 patients visiting ED during the survey
period, 322 patients consented to an interview (response
rate: 45.5%), including 286 who gave complete responses.
Among the 286 complete responses, 177 indicated an
overall satisfaction of ED service, rating it at 79.2% on the
VAS. The determinant “number of ED visits >1 for last 1
year” and all questions in the components category were
related to overall dissatisfaction. In logistic regression modeling,
the determinants “age≥45 years” and “number of ED
visits >1 for last 1 year” correlated with overall dissatisfaction.
In the final model, dissatisfaction with the comfort of
the waiting room (OR=2.6, 95% CI:1.3-5.0), care received
from the physicians (OR=4.0, 95% CI:2.0-8.3), care
received from the nurses (OR=3.6, 95% CI:1.6-7.7), and
waiting time to receipt of treatment (OR=5.8, 95% CI:2.9-
11.3) were all related to overall dissatisfaction.
Conclusion: In order to reduce dissatisfaction with ED services,
EMS policies should be formulated to improve care
by physicians and nurses and to decrease the perceived
waiting time.

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