• Pedro Parra Hidalgo, Rosa María Bermejo Alegría, Adelia Más Castillo, María Dolores Hidalgo Montesinos, Rafael Gomis Cebrián, and José Eduardo Calle Urra.
• Subdirección de Calidad Asistencial, Consejería de Sanidad y Consumo, Comunidad Autónoma de la Región de Murcia, España. pedro.parra@carm.es
• Gac Sanit. 2012 Mar 1;26(2):159-65.

ObjectivesTo determine the perceived quality variables related to satisfaction and to identify the influence of sociodemographic factors on user satisfaction with hospital emergencies.MethodsA telephone survey was conducted with a specifically designed questionnaire for use in a sample of 3,600 users of hospital emergency services in nine public hospitals in 2008 and 2009.ResultsThe adjusted model including all perceived quality and sociodemographic variables explained 47.1% of the variance (adjusted R(2)). Of all the independent variables included, only eight were significant in predicting the level of patient satisfaction. These variables were related to the patient's opinion of the relationship with medical staff (p = 0.041), nurses' and porters' professionalism (p = 0.010 and 0.022), infrastructure (cleanliness and comfort) (p = 0.033 and 0.008), information received at discharge (p = 0.000), waiting time in the emergency department (p = 0.000) and the perception of treatment-diagnosis without failure (p = 0.028).ConclusionsThe variables influencing emergency patients' satisfaction were determined, allowing areas where corrective action could be introduced to be identified. In addition, possible confounding factors that should be controlled for when comparing results among distinct hospitals were identified. The emergency satisfaction questionnaire is a useful instrument to evaluate and improve quality of care.Copyright © 2011 SESPAS. Published by Elsevier Espana. All rights reserved.

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