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Browsing Tezler by Author "Abbasoğlu, Zeynep"

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    Master Thesis
    Investigation of the Satisfaction Levels of Patients Visiting to the Emergency Department
    (2025) Abbasoğlu, Zeynep; Bütün, Ahmet
    Emergency departments are one of the busiest units of hospitals and require fast, effective and high-quality health services. In this context, it is important to identify the factors that could increase patient satisfaction and the effectiveness of healthcare services. This study aims to determine the satisfaction levels of patients visiting the emergency department. This study is a descriptive study and consists of 559 patients who visited the emergency department of Mardin Training and Research Hospital located in Mardin province. The data of this study were collected between 01/09/2024 and 30/12/2024. Data collection was carried out using the 'Socio- demographic and Emergency Department Services Experience and Evaluation Information' and the 'Emergency Department Patient Satisfaction Scale'. The data obtained in the study were analysed in a computer environment using the SPSS 22.0 statistical program. It was determined that the satisfaction levels of the participants differed significantly according to factors such as gender, education level, social security, service unit, arrival time, and environmental satisfaction. It was found that women have higher satisfaction levels than men, and those who received services during the daytime were more satisfied compared to those in the evening. In terms of education level, satisfaction scores of those with bachelor's degree and higher were significantly lower. According to the social security variable, a significant difference was observed in the nurse satisfaction sub-dimension (p=0.009). The total satisfaction score of individuals visiting the paediatric emergency service (average=65.31) was higher compared to adult emergency service users (average=59.99; p=0.007). In terms of perception of urgency, the nurse satisfaction and environment satisfaction scores of individuals who evaluated themselves as 'very urgent' were significantly higher than those who perceived themselves as 'normal' and 'urgent' (p<0.01). Significant differences were observed in terms of environment satisfaction (p=0.001) and general satisfaction (p=0.011). To improve the quality of emergency department services and ensure patient satisfaction, the socio-demographic characteristics of individuals should be taken into account in service delivery. In particular, increasing the number of staff, reducing waiting times and improving information processes stand out as measures to increase satisfaction. This study provides important data for the patient-centered improvement of healthcare services. Keywords: Emergency department, Satisfaction, Patient satisfaction, Patient expectations.