Customer satisfaction in the observation unit of the Emergency Room

Abstract

An investigation on the customer satisfaction is not of easy application in an emergency department. The application of an appropriate procedure implies several problems, which are mainly related to the short time hospitalization of some patients, the severity of some clinical conditions and the differences in the knowledge of heath problems between patients. The Authors report the results of a simple questionnaire that was submitted for a three-months period to patients admitted to the Observation Unit of the Emergency Room. Patients’s comments are considered and discussed by nurses and physicians which are in charge of the Observation Unit.