Keywords
Emergency care
Tertiary hospital
Health service delivery
Patient outcomes
How to Cite
Abstract
Background: Emergency departments play a critical role in healthcare delivery. This is particularly so in low-resource settings where timely and coordinated care can be challenging. Patient satisfaction serves as a vital measure of care quality in these high-pressure environments. This study examined the level of satisfaction among patients visiting the emergency department of a tertiary care hospital in Karachi and also explored factors associated with their reported experiences.
Methods: We conducted a cross-sectional survey involving 189 patients who received care in the emergency department of Jinnah Postgraduate Medical Center, Karachi from 2nd March 2025 to 2 June 2025. Trained data collectors administered a structured questionnaire that captured demographic information, clinical outcomes, and self-reported satisfaction. We used chi-square tests to evaluate associations between satisfaction and patient characteristics, including age, gender, education, income, residence, and outcome of care.
Results: Most participants (78.8%) reported being satisfied with the care they received. Satisfaction levels did not vary significantly across demographic groups. However, patients who were admitted to inpatient wards or referred to other facilities expressed higher satisfaction compared to those who were discharged home (p = 0.01). Although trends suggested greater satisfaction among rural residents and individuals with higher education, these differences were not statistical significant.
Conclusions: Patient satisfaction in the emergency department appeared closely linked to the perceived continuity and outcome of care. Demographic factors played a lesser role. Improving discharge communication, enhancing provider-patient interaction, and addressing patient expectations may contribute to better satisfaction outcomes. These findings highlight the value of prioritizing patient-centered practices in emergency care. Particularly in tertiary hospitals serving diverse urban populations.