Perceptions and preferences of patient services in emergency departments in Jeddah: a comprehensive survey

Abstract

Objective: This study investigated the preferences and perception of the participants regarding patient services in Emergency Department (ED). Methods: A vast comprehensive survey, targeting a sample size of 597 participants in the Jeddah region, was conducted. The study aimed to understand the appeal and necessity of various features ranging from amenities in the waiting area, specialist care, medical staff professionalism, infrastructural modifications, and procedural changes in the ER departments. Results: A substantial number agreed on a free coffee/tea service (80%), free Wi-Fi (92.1%), long comfortable seats (84.9%), and a mobile charging station (92%). Interestingly, patients preferred health information on TV (52.5%). Understanding the need for additional amenities, 72% supported the idea of a dedicated play area for children. Almost 73.8% responded in favor of a valet parking service, and 69.9% recognized the importance of personal care services provided by medical staff and nurses. The survey further showed that the presence of a device indicating approximate waiting time was a desired feature (93%). Notably, the qualifications of the emergency physician mattered for 71.7% of participants. Concerning medication delivery, 70.2% of participants preferred receiving them at their location in the emergency department. Further, 71.1% preferred to have healthy snacks on waiting area, and about 98.2% needed toilets to be cleaned frequently and scented. Conclusion: This comprehensive survey indicated a significant inclination towards patient-centric modifications in the EDs. Patients valued informational, infrastructural, and service-oriented features, emphasizing the need for a personalized, comfortable, and informed experience. [SJEMed 2024; 5(1.000): 010-014]

Keywords

• perceptions
• preferences
• patient services
• emergency departments
• jeddah