Document Type



Emergency Medicine



In Emergency Department (ED), patient satisfaction is an important quality indicator. The aim of this study was to assess the patient satisfaction with ED services using real- time patient satisfaction survey.


The study was conducted for two weeks in the ED of Aga Khan University in December 2011. A structured questionnaire was used to capture patient’s feedback on service quality in the ED. Patient response was recorded using five-level Likert scale; strongly agree, agree, neutral, disagree and strongly disagree. Respondents were either patients or their relatives.


Total 348 real-time survey forms were completed. Of these 18.6% (n=61) were in P1 triage category, 32.6% (n=107) in P2 and 48.8% (n=160) were P3 patients. An overall satisfaction rate was 4.27 with satisfactory response from 84.6% patients with ED services. About 87.7% of patients were satisfied with time taken to be attended by the triage staff at the counter, Time taken to get an ED bed was 86.8% and time taken until beginning of treatment after getting an ED bed is 84.3%.


Patient satisfaction is an important quality indicator which enables to identify areas of improvement in ED so as to provide better care & services to patients.

Publication (Name of Journal)

Emergency Med

Creative Commons License

Creative Commons Attribution 4.0 International License
This work is licensed under a Creative Commons Attribution 4.0 International License.