Preliminary Validation of a Patient Satisfaction Instrument in the Emergency Department

Statement of the purpose: The aim of this study was to develop a valid and reliable satisfaction tool that can be utilised in the emergency departments (EDs) of hospitals throughout Sharjah, United Arab Emirates (UAE).

Methods: The study followed a cross-sectional study design. The study was conducted during the period from October 2018 to January 2019. The participants were conveniently sampled. The total number of eligible questionnaires for analysis accounted for 207. The data collection tool was developed following a review of literature which yielded 25 statements. Satisfaction levels were measured using a 3-point Likert scale (satisfied=3, do not know=2, dissatisfied=1). The tool was validated through face validity performed by the research team. Content validity performed by a panel of nine randomly selected specialists. Principal components analysis was done to extract the relevant components to the statements on the tool.

Results: Scale content validity index= 0.836. Principal components analysis with oblique rotation extracted three components namely; medical staff performance, duration of the encounter, and general impression about the emergency department. Internal consistency for the tool using the split-half Cronbach’s alpha, part 1=0.80, and part 2=0.82.

Conclusion: The findings of the present study support the reliability and validity of the Emergency Services Patient Satisfaction Questionnaire for intended use, following an independent sample of patients at EDs in Sharjah, UAE. The scale is recommended for assessing patient satisfaction with service provision to help hospitals in Sharjah determine to what extent they are meeting the needs of their patients.