PATIENT EXPECTATIONS FROM AN EMERGENCY MEDICAL SERVICE
AbstractBackground: Patient expectation survey at the Emergency Medical Services can improve patientsatisfaction. A need was established to conduct such a survey in order to recommend its use as aquality improvement tool. Methods: The study was conducted on patients visiting the EmergencyMedical Services, Aga Khan University, Karachi. A questionnaire was used to collect informationon the demographic profile, and expectations of patients. The ethical requirements for conductingthe study were met. Results: A hundred patients were surveyed. The majority was relativelyyoung, married men and women, well educated and better socio-economically placed. Themajority of the patients expected a waiting time and a consultation time of less than 30 minutesand 20 minutes, respectively. The majority of respondents expected and agreed to be examined bya trainee but there were reluctant to be examined by the students. There was an expectation thatthe consultant will examine patients and not advice the attending team over the phone. Themajority of the patients expected intravenous fluid therapy. There was a desire to have patientattendant present during the consultation process. The majority of the patients expected to pay lessthan three thousand rupees for the visit. An expectation exists for investigations andhospitalization. Involvement of patients in decisions concerning their treatment and writtenfeedback on their visit was expected. Conclusions: We have documented the need and value ofpatient expectation survey at the Emergency Medical Services department. The use of such a toolis recommended in order to improve the satisfaction levels of patients visiting such facilities.Key-words: Emergency Medical Service-Emergency Care-Patient Satisfaction
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