EMERGENCY WARDS AND PATIENTS SATISFACTION LEVEL OF THEIR PATIENTS AND FAMILIES

In all organization that medical services are offered, the fundamental of activity must be based on meeting the needs of the help seekers, so, these kind of institution should be evaluated continuously from the point of their abilities to provide the clients with proper services So, in order to determine the satisfaction level of the patients and their accompanying ones, we performed a descriptive study in which 800 patients and their visitors (400 patients and 400 visitors), all were selected through continuous sampling method filled up questionnaires.Finding showed that 80.7% of the patients were satisfied from submitted services and 19.3% of them said that they were relatively satisfied. Meanwhile, 68.7% of persons who accompanied the patients were satisfied from services, 31.3% of them showed a relatively satisfaction level. Furthermore, 38.3% of clients mentioned that they were satisfied from the facilities and equipments and 48% of them were relatively satisfied and 0.3% of them said that they were not satisfied at all. The percentages of satisfied, relatively satisfied and not satisfied for those who accompanied the patients from the point of facilities and equipments were relatively 38.3%, 50.5% and 11.3%. The results also showed that those with more than 3 times of referral were more satisfied from services (P= 0.044). The same results were found between those who referred during mornings and nights in comparison with evening shifts (P= 0.018) and it was applicable for social security insurance patients (P= 0.044) but, there were not meaningful relations between patients and their accompanying ones from the point of their satisfaction level of medical services. Regarding the results the researcher suggests appropriate attention to the use of up to date and advanced equipments in emergency wards. Also, providing in service education for all health workers in critical units is of great importance.