La qualità percepita dall'utenza in Pronto Soccorso: aspettative e soddisfazione nel percorso di cura

The aim of this study was to examine patient satisfaction with emergency care at a teaching hospital Emergency Department (ED) in Northern Italy. Level of patient satisfaction was compared with patient expectations at ED access. A questionnaire using a 6-point Likert scale format was administered to 427 patients. The mean general satisfaction index was 4,54+/-1,36. The rank order of "important" factors differed from that of 'satisfaction' factors. This study identified several critical areas perceived by patients to be of absolute importance and regarding which interventions are desirable.