Client satisfaction on Emergency department services and quality of emergency medical care in Ethiopia: A systematic review

Article type: Research Article

Authors: Gebru, Addis Adera^{a; b; c; *} | Mosadeghrad, Ali Mohammad^d | Sari, Ali Akbari^c | Tafesse, Tadesse Bekele^e | Kahsay, Woldegebriel Gebreegziabher^f

Affiliations: [a] Department of Health Management and Economics, School of Public Health, International Campus, Tehran University of Medical Sciences, Tehran, Iran | [b] Department of Nursing, Faculty of Health Sciences, Woldia University, Woldia, Ethiopia | [c] Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran | [d] Department of Health Management and Economics, School of Public Health, Health Information Management Research Center, Tehran University of Medical Sciences, Tehran, Iran | [e] School of Pharmacy, College of Health and Medical Sciences, Haramaya University, Harar, Ethiopia | [f] Departement of Midwifery, College Medicine of Health Sciences, Adigrat University, Adigrat, Ethiopia

Correspondence: [*] Corresponding author: Addis Adera Gebru, Lecturer at Department of Nursing, Faculty of Health Sciences, %****␣hab-27-hab190367_temp.tex␣Line␣25␣**** Woldia University, Ethiopia. Tel.: +25 198 483 1393; E-mail: addisaderagebru@gmail.com.

Abstract: BACKGROUND: The utilization of the emergency department to provide an emergency medical services is crucial for the communities who need an urgent medical care that is associated with various cases. This aim of this review was to describe the client satisfaction on the services of Emergency department and the quality of emergency medical care in Ethiopia. METHOD: We searched peer-reviewed published articles related to clients’ satisfaction on emergency department services and the quality of emergency medical care between January 2000 and December 2017. The articles were retrieved from databases of PubMed, Scopus, Ovid, Google Scholar, MEDLINE, EMBASE and ScienceDirect. Furthermore, studies published in other language than English was excluded. RESULTS: A total of 2094 participants: 906 (43%) males and 1188 (57%) females were recruited in those reviewed papers to express their satisfaction on the service and the quality of emergency medical care of the Emergency department. Based on the study findings, majority 1177 (56%) of the participants were satisfied by emergency outpatient department (OPD) services. The majority 1018 (83%) of the participants were satisfied with the manner that was showed by the staffs working at the Emergency OPD. In similar manner, the satisfaction level of the participants in the Emergency OPD towards the accessibility of the emergency care services, courtesy of the staffs, quality of the services, physical environments, and existence of good communication with services provider were 72%, 97%, 81.5%, 55%, and 66%, respectively while 97.2% of them were dissatisfied with their privacy. On the other hand, 76% of the participants were satisfied with the service provided in the radiology section and other laboratory work. CONCLUSION: This study finding shown that there was the variety of client perception on the emergency department and its quality care. Therefore, Emergency outpatient department should be raised progressively further by health care managers, governmental executives, EMS directorate, and others to address the efficient attribute of deprived value of health care and continuity of care delivery system being tied with new policy in Ethiopia.

Keywords: Client satisfaction, emergency department services, quality care, emergency medical care, Ethiopia

DOI: 10.3233/HAB-190367

Journal: Human Antibodies, vol. 27, no. S1, pp. 23-31, 2019