Built For Crisis! Exploring User Satisfaction With The Emergency Department Environment In a Selected Teaching Hospital

Abstract

The provision of healthcare is essential to the health of society. It affects people's physical, emotional, and social well-being. In developing nations like Pakistan, hospitals are essential parts of the healthcare system. Hospitals are incomplete without the emergency department (ED). It acts as the initial point of contact for patients with accidents, crisis, and acute medical issues, offering vital and timely care that frequently saves lives. Environmental design considerations into design of any ED is crucial towards its functional needs and optimum performance. Lack of environmental design consideration into the recent upgradation of the ED at Bakhtawar Amin Trust Hospital Multan lead to poor user satisfaction. Hence it was need of the hour to observe, document, explore and resolve the current issues faced and how it can be addressed through environmental design interventions. Using purposive sampling with sample size of 120 were baselined. Piloting was done in the initial stage to ensure ample participation. Observational study of the facility was followed by data collection from respondents. With lack of sufficient seating spaces and facilities, people tend to wait standing prior to previous patients to get their turn. Improper designed toilets, stores, dirty and clean linen storage and labs based rooms in the ED facility was below users satisfaction. Non-presence of ramp created critical issue for orthopedic patients. Enhancements in thermal comfort, improving lighting, upgrading accessibility and allied spaces for the department have been proposed to help develop interventional improvement.

Keywords: Accident & Emergency, Teaching Hospital, Architectural Design, Healthcare Design, Environmental Design, End user satisfaction.