Patient Satisfaction with Healthcare Workers’ Communication and Attitudes in the Emergency Department of a Rural Government Hospital: A Cross-Sectional Study
Keywords:
Patient satisfaction, Emergency department, Communication skills, Attitude, Overcrowding, Rural health, Patient safety culture, Health policyAbstract
Background:
Assessing patient satisfaction concerning the communication skills and attitudes of healthcare workers in the emergency department (ED) of a rural government hospital in India, addressing a gap in understanding patient experiences in public health studies.
Objectives:
The study aims to assess patient satisfaction with the communication skills and attitudes and to evaluate operational factors that influence patient experience, such as waiting times for the initiation of treatment and measures to reduce overcrowding in the emergency department.
Methods:
Conducted between February 2024 and May 2025, the cross-sectional observational study included 800 patients aged 18–65 years who were admitted to the ED for 6–12 hours and had a Glasgow Coma Scale score of 15. Red-triaged patients and those with psychiatric illness were excluded. Data were collected using a validated structured questionnaire administered via face-to-face interviews. Responses were recorded on a five-point Likert scale. As the data were not normally distributed, nonparametric statistical tests were applied.
Results:
A majority (59%) of patients were satisfied with communication practices, with satisfaction levels consistent across age and gender. In contrast, 48% expressed satisfaction with the attitudes of healthcare workers, with women and younger patients showing comparatively higher satisfaction (p < 0.05). Regarding operational factors, 62% reported dissatisfaction with waiting times before treatment initiation, with younger patients reporting significantly greater dissatisfaction (p < 0.001). Additionally, 57% of patients perceived overcrowding measures in the emergency department negatively, with significant differences noted across genders and age groups (p < 0.001).
Conclusion:
Communication practices were generally satisfactory; the attitudes of healthcare workers and operational issues such as treatment delays and overcrowding played a critical role in shaping patient experiences. Recommendations include enhancing communication training, fostering empathetic interactions among healthcare workers, and developing effective strategies to manage ED overcrowding to improve patient-centred care in rural emergency healthcare settings, ultimately leading to better public health outcomes and higher patient satisfaction.
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Copyright (c) 2026 Jyotsana Singh, Dr G. Sathish Kumar, Somendra Pal Singh, Dr Vikram Singh Rathore, Dr Sandip Gupta, Dr Pankaj Singh
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