Evaluating patient satisfaction with emergency department services in Saudi Arabia: Nationwide survey

Abstract Background and objectives Patient satisfaction is a critical measure of healthcare institutions' effectiveness and quality assurance. High satisfaction with Emergency department (ED) services has been shown to enhance treatment compliance, speed recovery, and foster stronger patient‐provider trust and loyalty. Therefore, it is necessary to evaluate ED satisfaction levels and identify factors contributing to patient experiences. This approach enables healthcare systems to improve service quality and optimize overall care delivery. Methods A Nationwide cross‐sectional study involving 362,275 adults was conducted at 260 EDs affiliated with the Ministry of Health in Saudi Arabia from January 2022 to December 2024. The study employed a validated questionnaire that included sociodemographic characteristics and eight domains measuring patient satisfaction. Data were collected using a five‐point Likert scale with the following responses: Excellent, Very Good, Good, Average, and Poor. Results Among the 362,275 participants, 64% were male and 36% female. The largest age group was adults aged 18–24. The majority of participants were Saudis (8.9% were non‐Saudis). The overall mean satisfaction score for ED services was 3.71 ± 0.87, indicating satisfaction at the good‐to‐very‐good level. This trend was also reflected in dimension‐specific scores, with the highest satisfaction reported for doctor care (3.95 ± 1.41), followed by medication (3.92 ± 1.04), nurse care (3.89 ± 1.41), arrival and waiting time (3.61 ± 1.46), investigation tests (3.57 ± 0.86), amenities (3.55 ± 0.97), and general evaluation (3.48 ± 1.11). Non‐Saudi, male, middle‐aged participants reported higher levels of satisfaction than their counterparts ( p < 0.05). Conclusion Overall satisfaction with ED care services is generally satisfactory in Saudi Arabia. However, there are notable differences in satisfaction levels among different groups. There is an ongoing need to assess and refine specific aspects of ED care to ensure optimal service delivery and enhance quality of life.