Multivariate analysis of the effect of health literacy levels on patient satisfaction in patients presenting to the emergency department

Abstract

In this research, it was aimed to evaluate the effect of health literacy levels on patient satisfaction in patients presenting to the emergency department at a multivariate level. A total of 404 patients who applied to the Emergency Medicine Unit of Afyonkarahisar Health Sciences University were subjected to the survey. A survey including a demographic information form, Health Literacy Scale and Emergency Patient Satisfaction Scale was applied as a data collection tool in the study. The general health literacy mean was 50.17 +/- 10.73 with a 14.0 to 70.00 range, and the emergency service patient satisfaction level was 73.20 +/- 19.64 with an 18.00 to 90.00 range. Total health literacy was positively and significantly correlated with nurse satisfaction (R = 0.221; P < .01), admission staff satisfaction (R = 0.324; P < .01), emergency service environment satisfaction (R = 0.127; P < .05), physician care satisfaction (R = 0.276; P < .01), general patient satisfaction (R = 0.256; P < .01), and total emergency service patient satisfaction (R = 0.227; P < .01). The effect of critical health literacy had significant effect on nurse satisfaction (odds ratio [OR], 0.209; P < .01). Effects of interactive health literacy (OR, 0.064; P < .05) and critical health literacy (OR, 0.121; P < .05) on admission staff satisfaction were significant. The effect of interactive health literacy on the emergency service environment was statistically significant (OR, 0.153; P < .01). Effect of critical health literacy on physician care was significant (OR, 0.254; P < .01). Effects of interactive health literacy (OR, 0.173; P < .05) and critical health literacy (OR, 0.227; P < .05) on general patient satisfaction were significant. Patient satisfaction in emergency services varies not only with internal or environmental factors but also with respect to patients' perceptions. Patients' trust and satisfaction in the health system also positively affect the treatment process and participation in the health system.