Introduction The main objective of any healthcare establishment must be to ensure the quality of patient care and customer satisfaction. It is necessary to regularly assess patient satisfaction. The aim of this study was to assess the level of satisfaction of customers aged over 18 years attending the emergency department of the health center. Methodology This was a descriptive and analytical cross-sectional study of patients aged 18 years and over, who attended the Samu Municipal emergency department between 02 and 30 May 2023. The satisfaction index was determined using the adapted 2009 SAPHORA-MCO questionnaire and the Likert satisfaction scale. Results A total of 400 patients were surveyed. The average age was 35 years, with a standard deviation of 14.7. Of those surveyed, 51% were women, 87% were educated, 50% lived in Grand Yoff and 59.5% were unemployed. Satisfaction levels linked to perception of the cost of care (72%), waiting time (64.3%), information given to patients (69.1%) and pain management (74 .5%) are fair. On the other hand, the levels of satisfaction linked to administrative procedures (82.5%), staff attitudes towards patients (84%), staff availability (86.4%), patient privacy (89.2%), general atmosphere (87.2%), staff competence (87.3%), and the effectiveness of care (89.4%) were satisfactory. The average waiting time was 38 minutes. However, 32% of patients waited less than 30 minutes and 92% less than an hour. The satisfaction index linked to administration and reception was 72.9% and 79.85%, respectively. The satisfaction index linked to the administration and technical quality of care is equal to 85.8% and 83.7%, respectively. The overall satisfaction index is equal to 80.6%; the level of satisfaction of users of the health structure is satisfactory. Conclusion Patient satisfaction is an essential part of quality care. Patient satisfaction must be based on effective communication from the healthcare team and the creation of a patient-caregiver relationship.
References
[1]
Shmueli, A. (1997) Excluding Nonusers: A Source of Bias in Research on Satisfaction with Health Services. Medical Care, 35, 867-871. https://doi.org/10.1097/00005650-199708000-00010
[2]
Rubin, H.R. (1990) Can Patients Evaluate the Quality of Care? Medical Care Review, 47, 267-326. https://doi.org/10.1177/107755879004700302
[3]
Donabedian, A. (1988) The Quality of Care. How Can It Be Assessed? JAMA, 260, 1743-1748. https://doi.org/10.1001/jama.1988.03410120089033
[4]
Millot, S. (2007) L’enquête de satisfaction: Guide méthodologique. Éditeur, AFNOR, La Plaine Saint-Denis, 178 p. https://www.amazon.fr/lenquête-satisfaction-méthodologique-sophie-millot/dp/2124755870
[5]
Agence Nationale de la Statistique et de la Démographie (ANSD) Ministère de l’économie, des finances et du plan du Sénégal (2023) Rapport préliminaire 5ème Recensement général de la Population et de l’Habitat (RGPH-5). https://resultats.ansd.sn/
[6]
Damghi, N., Armel, B., Louriz, M., Zekraoui, A., Benchekroun, A.B. and Abouqal, A. (2009) La satisfaction des patients consultants aux urgences dans un hôpital universitaire marocain. Journal Européen des Urgences, 22, A1-A216. https://doi.org/10.1016/j.jeur.2009.03.278 http://www.sciencedirect.com/science/article/pii/S0993-9857(09)00243-X
[7]
Konan, K.J., Soro, K., Soro, L., Gnangoran, K. and Ehua, S.T. (2007) Evaluation de la satisfaction des usagers aux urgences du CHU de Yopougon à Abidjan SF. Revue Internationale des Sciences Médicales, 1, 43-47.
[8]
Adamou, H., Amadou Magagi, I., Habou, O., Halidou, M., Karimou, S., Sani, R. and Abarchi, H. (2017) Satisfaction des patients, élément important dans la globalité des soins: Cas d’un service des urgences chirurgicales au Niger. Le Mali Médical, 32, 24-30. https://www.researchgate.net/publication/326902185_Patient_satisfaction_an_important_part_of_care_case_of_a_surgical_department_in_Niger
[9]
Taylor, C. and Benger, J.R. (2004) Patient Satisfaction in Emergency Medicine. Emergency Medicine Journal, 21, 528-532. https://doi.org/10.1136/emj.2002.003723
[10]
Jarrar, M.S., Khlifi, S., Ben Amor, W., El afrit, S. and Ghannouchi, S. (2008) L’accueil et la duree de la prise encharge des patients au service des urgences du CHU Farhat Hached, etude prospective. Publications par Service d’urgences, 15, 251-257. http://www.efurgences.net/index.php/thes/159-articl-attente
[11]
Oluwadiya, K., Olatoke, S.A., Ariba, A.J., Omotosho, O.A. and Olakulehin, O.A. (2010) Patients’ Satisfaction with Emergency Care and Priorities for Change in a University Teaching Hospital in Nigeria. International Emergency Nursing, 18, 203-209. https://doi.org/10.1016/j.ienj.2009.12.003
[12]
Thompson, D.A., Yarnold, P.R., Williams, D.R. and Adams, S.L. (1996) Effects of Actual Waiting Time, Perceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department. Annals of Emergency Medicine, 28, 657-665. https://doi.org/10.1016/S0196-0644(96)70090-2
[13]
Mackey, T. and Cole, F. (1996) Patient Waiting Time in a Nurse Managed Clinic. The Internet Journal of Advanced Nursing Practice,1, 57-65. https://ispub.com/IJANP/1/1/8837
[14]
Mulinganya, V., Asima, F., Mirindi, P. and Karemere, H. (2018) Prolonged Waiting Times for Medical Consultation Services: Challenges and Opportunities for Hospitals in Bukavu, Democratic Republic of the Congo. The Pan African Medical Journal, 29, 173.
[15]
Ka, O., Ndiaye, A., Leye, M., Dia, M., Guéye, B. and Seck, I. (2020) Évolution desindexs de satisfaction sur les offres de soins au centre de gérontologie et gériatrie de Ouakam. NPGNeurologie-Psychiatrie-Gériatrie, 20, 281-287. https://doi.org/10.1016/j.npg.2020.03.008
[16]
Diouf, M., Cissé, D., Lo, C.M.M., Faye, D. and Traoré, R. (2010) Évaluation de la satisfaction des patients admis en service d’odontologie à Dakar. Pratiques et Organisation des Soins, 3, 225-230. https://www.cairn.info/revue-pratiques-et-organisation-des-soins-2010-3-page-225.htm https://doi.org/10.3917/pos.413.0225
[17]
Dembélé, G.M., Diarra, B., Dembélé, T., Diawara, K.A., Coulibaly, M.B. and Iknane, A.A. (2023) Évaluation de la Satisfaction des Usagers du Service des Urgences de l’Hôpital Mère-Enfant le Luxembourg de Bamako au Mali, en 2019. European Scientific Journal, 19, 104. https://eujournal.org/index.php/esj/article/view/16964
[18]
Crow, R., Gage, H., Hampson, S., Hart, J., Kimber, A., Storey, L. and Thomas, H. (2002) The Measurement of Satisfaction with Healthcare: Implications for Practice from a Systematic Review of the Literature. Health Technology Assessment, 6, 1-244. https://doi.org/10.3310/hta6320
[19]
Perruche, F., Pourriat, J.-L. and Claessens, Y.-E. (2008) Satisfaction des patients consultant aux urgences. Mise au point. Journal Européen des Urgences, 21, 14-21. https://www.researchgate.net/publication/250767821_Satisfaction_des_patients_consultant_aux_urgences_Mise_au_point https://doi.org/10.1016/j.jeur.2008.06.009
[20]
Weltzer-Hordas, S. (2006) Analyse descriptive des lettres de plaintes adressées au Service d’Accueil des Urgences du CHU de Nancy entre 2001 et 2005. Thèse de Doctorat en medicine, Université Henri Poincaré, Nancy. https://hal.univ-lorraine.fr/hal-01732192
[21]
Ninmou, C., Ngo Sack, F., Esiene, A. and Ze Minkande, J. (2017) Évaluation de la Prise en Charge de la Douleur du Patient Drépanocytaire à l’Hôpital Central de Yaoundé. Health Sciences and Diseases, 18, 52-53. https://www.hsd-fmsb.org/index.php/hsd/article/view/773
[22]
Frank-Soltysiak, M. and Court, C. (2002) Délais d’attente et satisfaction des patients aux urgences chirurgicales d’un centre universitaire. La Pressemédicale, 31, 1690-1695.
[23]
Guillaume, D. (2010) Satisfaction et devenir des patients consultants aux urgences de Chambéry. Médecine humaine et pathologie. Thèse de doctorat en medicine, Université Joseph Fourier, Faculté de médecine de Grenoble, Grenoble. https://dumas.ccsd.cnrs.fr/dumas-00628997
[24]
Sartini, N. (2003) Evaluation de l’anxiété, du coping et du soutien informatif chez les patients admis aux urgences: Etude de corrélation avec le degré de satisfaction. Thèse de doctorat de medicine, Université Henri Poincaré, Faculté de Médecine, Nancy. https://hal.univ-lorraine.fr/hal-01738942
