Examination of the Perception and Experiences of the Patients in the Emergency Departments of Imam Khomeini and Shariati Hospitals Regarding the Quality of Care Provided by the Health Care System

Background: The emergency department (ED) is considered to act as a gate keeper of treatment for patients. Thereby, EDs must achieve customer satisfaction by providing quality services. Patient satisfaction and experiences are important parts of health care quality, but patient expectations are seldom included in quality assessments. Materials and Methods: The objective of this study was to identify patient’s perception of quality of care are given by care system at ED in Imam Khomeini and Shariaty Hospital. A qualitative approach using content analysis was adopted. Data was collected via semi-structured interviews from 45 patients hospitalized at different ward from emergency department. The method proposed by Colizzi was used for data analysis. Results: The finding of this study revealed that patient experience were five main category: patient satisfaction, dissatisfaction, interpretation, attendant role and advices. Each of these group included five subcategories included: environment, medical staff, hospital management, information and education factor, patient rights. Therefore, all factors in subgroups are effective in satisfaction or dissatisfaction and others. Response to these patient need and expectation are almost easy and practicable and our finding of this study can help health and emergency care provider for doing that and improvement of quality of care. Conclusion: Identifying areas for quality improvement are important, to know where to take action. These finding may facilitate this work and improve patients perception of quality of care at emergency department. The use of a these data can also provide a research-based instrument for future studies.