Investigation of the satisfaction levels of patients visiting the emergency department.

introductionEmergency Departments (EDs) constitute a critical component of healthcare systems by providing rapid and lifesaving care for urgent conditions. Beyond clinical effectiveness, patient satisfaction has emerged as a key indicator of service quality and healthcare system performance. In ED settings, satisfaction is influenced by multiple factors, including communication quality, perceived waiting times, staff attitudes, and environmental conditions. Given the increasing patient volume and workload in EDs, particularly in Turkey, systematically evaluating patient satisfaction is essential for identifying areas for improvement and strengthening patient-centred care. This study aimed to determine the satisfaction levels of patients visiting the ED and to examine the factors associated with satisfaction across demographic characteristics and ED experiences.

methodsThis descriptive cross-sectional study was conducted in the ED of a tertiary hospital with a 700-bed capacity located in southeastern Turkey. The study sample consisted of 559 patients who visited the ED between September 1, 2024 and December 30, 2024. Data were collected using a socio-demographic and ED experience questionnaire, and the Brief Emergency Department Patient Satisfaction Scale, which comprises 18 items and five sub-dimensions. Descriptive statistics, independent samples t-tests, and one-way ANOVA were performed using SPSS 22.0.

resultsThe overall mean ED patient satisfaction score was 60.92 ± 15.62, indicating a moderate-to-high level of satisfaction. Among sub-dimensions, the highest satisfaction scores were observed for nurse satisfaction and doctor satisfaction, while satisfaction with the physical environment and reception staff was at a moderate level. Satisfaction scores tended to decrease with higher education levels and with increased frequency of ED visits. Patients visiting the ED during daytime hours and those perceiving their condition as very urgent reported higher satisfaction levels. Interactions with both nurses and doctors were strongly associated with higher overall satisfaction.

conclusionThe results indicate that patient satisfaction in the ED is shaped by a complex interaction of demographic factors, healthcare utilisation patterns, and care-related experiences. Interactions with nurses and doctors play a central role in determining overall satisfaction, highlighting the importance of team-based and patient-centred care. Regular assessment of patient satisfaction may guide targeted improvements in emergency care services and support strategies to enhance service quality and patient trust in the healthcare system. CLINICAL TRIAL NUMBER: Not applicable.