EXPERIENCES AND LEVEL OF SATISFACTION OF THE PATIENTS IN THE EMERGENCY DEPARTMENT

A Thesis Presented to The Faculty of the College of Nursing Liceo de Cagayan University

In Partial Fulfilment of the Requirements for the Degree BACHELOR OF SCIENCE IN NURSING By:

Janine T. Apostol Kyziah Lyn M. Balite Krishna B. Balsarza Ellen F. Cinco Zellah Roi L. Delada Glenne Ferriel V. Gallego

April 2013

APPROVAL SHEET This thesis entitled EXPERIENCES AND LEVEL OF SATISFACTION OF PATIENTS IN THE EMERGENCY DEPARTMENT, prepared and submitted by Janine T. Apostol, Kyziah Lyn M. Balite, Krishna B. Balsarza, Ellen F. Cinco, Zellah Roi L. Delada and Glenne Ferriel V. Gallego, in partial fulfilment of the requirements for the degree of BACHELOR OF SCIENCE IN NURSING, has been examined and recommended for acceptance and approval for Oral Examination.

MA. CHONA V. PALOMARES RN, MAN, DM Adviser

PANEL OF EXAMINERS Approved by the Committee on Oral Examination with a grade of _____________.

MA. DOLORES D. MERCADO RN, MAN Chair

LUCENO B. BADOLES D.O.D.T. Member

JUDEE D. DUBLADO RN, MN, MAN Member

Accepted and approved in partial fulfilment of the requirements for the degree BACHELOR OF SCIENCE IN NURSING.

March 23, 2013 (Date of Final Defense)

MANUEL V. CHAVO MAEd Editor MA. CHONA V. PALOMARES RN, MAN, DM Dean, College of Nursing

TABLE CONTENTS

Abstract Introduction Conceptual Framework Schematic Diagram Objectives of the Study Literature Review Significance of the Study Scope and Limitation Methodology Results and Discussion Conclusion Recommandation References Appendex Tools Letters Tables

i 1-2 2-4 5 6 7-9 10 10 11-12 13-17 18 18 19-20

21-22 23-25 26-31

ABSTRACT The study aimed to determine the experiences of patients in the Emergency Department. Specifically, the study was guided by the following objectives: (1) To describe the condition of the patients in terms of: Patients complaints; and Nurse-patient Ratio ; (2) To describe the experiences of the patients in the Emergency Room in terms of: Waiting Time, Time Accommodated by the Nurse, time Accommodated by the Physician, and Time Laboratory Requested; (3) To determine the level of satisfaction of the patients experiences in the Emergency Room; and (4) To determine the significant differences of the level of patients satisfaction in the Emergency Department in terms of : Laboratory Test, Nursing Management, Medical Management, and Patient transport to Ward. The researchers used the descriptive method of research. It was conducted at the Emergency Room and ward of Hospital X. The respondents of the study were composed of randomly selected 30 patients who were brought to the Emergency Department of Hospital X from January 2-6, 2013, using the purposive sampling method. The instrument used in the study was adopted from the studies of Akut et. al (2005), Benitez et. al (2007), Abenoja et. al (2005). In the experiences of patients in the ER in terms of waiting time, the data revealed that nurses were alert in performing their functions, even though some patients claimed that they were accommodated after they waited for long time because only one/few nurses were on duty. As to the experiences of patients in the ER in terms of Laboratory test, the data revealed that patients were tested promptly, even though some patients claimed that they were not tested since the laboratory was closed; In terms of nursing management, the data revealed that the nurse could accommodate them but because of the small number of nurses assigned, there were delays in accommodation; High satisfaction was attained as to the assessment of the patients in the ER, even though some patients claimed a delay of accommodation; There is no significant difference in the level of satisfaction in the emergency department as to the patients waiting before being requested to the laboratory; accommodated by the nurse; accommodated by the physician except with transport to ward. The patients were very satisfied by their experiences in the emergency room, and as with the staff nurses as care givers in the event that they performed nursing activities effectively and in a timely manner; The level of satisfaction in the emergency department does not relate as to their waiting time before requested to laboratory; accommodation the nurse and accommodation by the physician except for transport to ward.

KEYWORDS: patients experiences, emergency department