Measuring Service Quality in Emergency department Based on patient rights: a cross sectional study from Iran

The status of providing medical services to patients in the emergency wards can be indicator of medical service delivery in every part of hospital. The objective of this study is to determine the rate of satis-faction of the emergency patients in Vali-e-Asr Hospital of Fasa. The study was application and descriptive and analytical. Designed questionnaire in five part Likert scale has completed through inter-view. 470 Patients were interviewed. Collected data through SPSS 18 and Minitab16 software is analyzed by using appropriate tests. Validi-ty of questionnaire is provided through structural and content method. To determine reliability, Cronbach alpha is calculated which 0.91 is. The results showed that 50.1% of the studied samples were men. Among the demographic and contextual variables, there was statisti-cally meaningful relationship between satisfaction and education (p <0.001). Exploratory factor analysis showed that the questionnaire contains five factors which are: "facilities and equipment", "Environ mental health", "Access", "Care" and "behavioral aspects". The satis-faction of "facilities and equipment" 3.41, "Environmental health" was 2.69, the "Access" was 3.77, and “Care” was 3.15 and the satisfaction to behavioral aspects” was 3.11 The findings highlight the need to improve the quality of emergency services. It appears that by reforming system's defects based on Pa-tients’ opinions higher satisfaction would be obtained.