Level of satisfaction of parents attending pediatric emergency
Keywords:Happiness. Accreditation. Satisfaction. Patient Satisfaction. Health. Health Care. Pediatrics. Parents. Credentialing
AbstractBackground: Patient satisfaction is an important indicator of quality of health care. Without appreciable levels of patient satisfaction, health plans may not get full accreditation and will lack competitive edge enjoyed by full accredited plans. Objective: To study the level of satisfaction of the parents visiting Pediatric emergency of Mayo Hospital Lahore for medical care of their children and to formulate suggestions to further improve the quality of care. Design: Descriptive qualitative cross sectional study. Place and duration of study: This study was conducted in emergency section of the department of Pediatrics King Edward Medical University/Mayo Hospital Lahore in 45 days (July 01, 2005 to Aug 15, 2005). Patients and methods: During the study period, a total of 100 parents were selected by non-probability convenient sampling. Consent was taken and confidentiality was assured. They were interviewed by using a structured proforma. Results: Out of 100 parents, 60 were of male children and 40 wer e of female children. The questionnaire was scored for 14 core topics. Majority (71%) took less than 5 minutes for their first encounter from hospital door to the medical personnel. 47% were attended by casualty medical officer within 5 minutes and 40% were attended within 10 minutes. Out of total, 51% were attended by emergency doctors within 5 minutes. Overall attitude of "purchi clerk" was found to be satisfactory. Attitude of casualty medical officer, attending doctors, nursing staff was very good while that of paramedics was found to be good. Cleanliness in emergency was fair while comfort and environment of emergency was satisfactory. Availability of medicines in emergency was found to be excellent (82%). Overall, 22% of parents were fully satisfied while 11% were not satisfied at all. Mean level of satisfaction was 69.57%. Conclusion: It is concluded that majority of parents were satisfied with the services offered in Pediatric emergency of Mayo Hospital Lahore.
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