Why do people choose the private sector for medical emergency service?

Abstract

This study sought to explore why patients choose the private sector for medical emergency care. No earlier studies directly related to the area of investigation were retrieved however, the literature review regarding patient expectations, satisfaction and dissatisfaction with emergency care provided insight into what patients expect from emergency care. A non-experimental design incorporating a mixture of qualitative and quantitative approaches was adopted. The study involved a convenience sample of ninety participants. Data was collected by means of a self designed questionnaire, which was piloted using five participants. Findings indicate that patients choose the private sector for emergency care because the services of a general practitioner are easily accessible and investigations are available and promptly carried out. Emergency department users note the welcoming environment, the caring attitude of the staff and the degree of personal attention given to them as the most important aspects of the service provided. Owing to the fact that the pilot study was not extensive enough and due to the low response rate 58% ), this study contains a number of limitations. The fact that the study made use of qualitative data collection is considered a strength which helped in exploring this field of study. Recommendations include the formulation of standard operating procedures and guidelines, as well as training for staff in terms of customer care and communication skills.