Table 3 Mean, standard deviations and overall ambulance satisfaction level of participant’s response to the 112 Emergency Services Patient Satisfaction Scale in Addis Ababa, 2023

Ambulance Personnel

The ambulance personnel asked questions about the patient’s/injured person’s complaints.

3.58

1.030

The ambulance personnel listened to the patient’s/injured person’s complaints.

3.27

1.067

The ambulance personnel provided explanatory information about the patient/injured person.

3.08

1.146

The ambulance personnel sufficiently took care of the patient/injured person.

3.80

1.085

The ambulance personnel gave moral support to the patient/patient’s relative.

3.84

1.047

I had confidence in the ambulance personnel’s professional knowledge.

3.66

1.067

I was satisfied with the ambulance personnel’s overall attitude.

3.61

1.059

The ambulance personnel were wearing uniforms.

3.55

1.178

The ambulance personnel respected the hygiene rules.

3.63

0.947

I appreciated the ambulance personnel’s teamwork.

3.69

1.023

The ambulance personnel did their best for us.

3.94

0.908

The ambulance personnel transported the patient/injured person to the hospital as quickly as possible.

4.05

0.979

Subscale mean

3.64

1.045

Call operator

The call operator understood my statements.

3.46

0.961

The call operator was respectful to me.

3.49

0.965

I had confidence in the call operator.

3.50

0.954

Subscale mean

3.48

0.960

Treatment on the Scene

The ambulance personnel gave the needed treatment to the patient/injured person on the scene.

3.53

1.030

The ambulance personnel brought all the devices they would use to the scene.

3.02

1.159

The ambulance personnel safeguarded the patient’s/injured person’s privacy.

3.72

0.926

The ambulance personnel served with a smile.

3.56

1.116

The ambulance personnel gave clear answers to our questions.

3.40

1.068

The ambulance personnel explained the needed procedures.

3.21

1.079

The devices that the ambulance personnel used functioned properly.

3.41

1.062

Subscale mean

3.40

1.063

Technical equipment of the ambulance

The ambulance was equipped enough for all kinds of treatment.

2.54

1.072

Inside the ambulance was convenient for weather conditions.

3.50

1.050

Inside the ambulance was quiet, noise-free, and comfortable.

3.58

1.095

Transportation to the hospital by ambulance was provided safely.

4.11

0.871

Subscale mean

3.43

1.022

Satisfaction regarding ambulance services

Satisfied

88(21.5%)

Unsatisfied

322(78.5%)