At the end of 2024, Akureyri Hospital conducted a service survey among users of its emergency department. The survey was distributed to 961 individuals, achieving a response rate of 18.1%.
The initial results revealed general satisfaction among those who received services at the department.

Key Findings:

• Overall Satisfaction:
  84% of participants rated the service as very good or fairly good, while only 9% found it poor. The average overall satisfaction score was 4.2 out of 5.

• Staff Attitude:
  90% of participants were satisfied with the attitude of the staff. The average rating for staff attitude was 4.5 out of 5.

• Reliability of Information:
  79% of respondents considered the information from the emergency department reliable, while 13% found it unreliable. The score for this aspect was 4.0 out of 5.

• Service Speed:
  Only 61% of participants felt the service was delivered promptly, and 27% described it as slow. This was the weakest aspect of the survey, scoring 3.4 out of 5.

The main suggestions for improvement were related to waiting times and a lack of consistent information. However, satisfaction with staff attitude was remarkably high, with many describing it as exceptional.

Results Confirm Service Quality

“It is especially gratifying to see such positive results, which serve as an important confirmation of the quality of our services. These surveys are invaluable to us, as they provide an opportunity to listen to user experiences and work systematically towards improvements for even better service,” said Hildigunnur Svavarsdóttir, CEO of Akureyri Hospital.