einstein (São Paulo). 25/Aug/2015;13(4):587-93.

Quality of emergency rooms and urgent care services: user satisfaction

Cássio de Almeida Lima, Bruna Tatiane Prates dos Santos, Dina Luciana Batista Andrade, Francielle Alves Barbosa, Fernanda Marques da Costa, Jair Almeida Carneiro

DOI: 10.1590/S1679-45082015GS3347

Objective
To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users.
Methods
A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire.
Results
Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment.
Conclusion
Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself.

Quality of emergency rooms and urgent care services: user satisfaction

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