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Factors associated with older patients' satisfaction with care in an inner-city emergency department.
Ann Emerg Med. 2001 Aug; 38(2):140-5.AE

Abstract

STUDY OBJECTIVES

We sought to assess older patients' satisfaction with care in the emergency department and to identify factors associated with global satisfaction with care.

METHODS

We performed a prospective cohort study of 778 patients 65 years of age and older presenting to an urban academic ED between 1995 and 1996, of whom 79% were black and 63% were female. A baseline survey at presentation to the ED asked for demographic information, medical history, and health-related quality of life information. A follow-up satisfaction survey asked patients to rate the care they received in the ED on a 5-point Likert scale (1=excellent, 5=poor). Overall satisfaction with care, dichotomized into responses of "excellent" versus all others, was the primary dependent variable in our bivariate analyses.

RESULTS

Of respondents, 40% rated their ED care as "excellent." Variables significantly correlated with high satisfaction include having the perception of time spent in the ED as not "too long," having the emergency physicians and nurses clearly answer patients' questions, having a relationship of trust with an ED staff member, being told why tests were done, feeling involved in decisions about care as much as they wanted, having pain addressed fully, having a perception of greater health status, and having fewer comorbid conditions at the time of the ED visit. Results may be applicable only to urban academic EDs and may be limited by time elapsed between ED visits and follow-up surveys.

CONCLUSION

To improve quality of care for older adults in the ED, physicians should be more attentive to older patients' concerns and questions, recognize and aggressively treat pain, and reduce the patients' perception of a long waiting time.

Authors+Show Affiliations

Section of General Internal Medicine, Department of Health Studies, University of Chicago, 5841 South Maryland Avenue, Chicago, IL, USA.No affiliation info availableNo affiliation info availableNo affiliation info availableNo affiliation info availableNo affiliation info availableNo affiliation info availableNo affiliation info availableNo affiliation info available

Pub Type(s)

Journal Article
Research Support, Non-U.S. Gov't
Research Support, U.S. Gov't, P.H.S.

Language

eng

PubMed ID

11468608

Citation

Nerney, M P., et al. "Factors Associated With Older Patients' Satisfaction With Care in an Inner-city Emergency Department." Annals of Emergency Medicine, vol. 38, no. 2, 2001, pp. 140-5.
Nerney MP, Chin MH, Jin L, et al. Factors associated with older patients' satisfaction with care in an inner-city emergency department. Ann Emerg Med. 2001;38(2):140-5.
Nerney, M. P., Chin, M. H., Jin, L., Karrison, T. G., Walter, J., Mulliken, R., Miller, A., Hayley, D. C., & Friedmann, P. D. (2001). Factors associated with older patients' satisfaction with care in an inner-city emergency department. Annals of Emergency Medicine, 38(2), 140-5.
Nerney MP, et al. Factors Associated With Older Patients' Satisfaction With Care in an Inner-city Emergency Department. Ann Emerg Med. 2001;38(2):140-5. PubMed PMID: 11468608.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Factors associated with older patients' satisfaction with care in an inner-city emergency department. AU - Nerney,M P, AU - Chin,M H, AU - Jin,L, AU - Karrison,T G, AU - Walter,J, AU - Mulliken,R, AU - Miller,A, AU - Hayley,D C, AU - Friedmann,P D, PY - 2001/7/27/pubmed PY - 2001/9/14/medline PY - 2001/7/27/entrez SP - 140 EP - 5 JF - Annals of emergency medicine JO - Ann Emerg Med VL - 38 IS - 2 N2 - STUDY OBJECTIVES: We sought to assess older patients' satisfaction with care in the emergency department and to identify factors associated with global satisfaction with care. METHODS: We performed a prospective cohort study of 778 patients 65 years of age and older presenting to an urban academic ED between 1995 and 1996, of whom 79% were black and 63% were female. A baseline survey at presentation to the ED asked for demographic information, medical history, and health-related quality of life information. A follow-up satisfaction survey asked patients to rate the care they received in the ED on a 5-point Likert scale (1=excellent, 5=poor). Overall satisfaction with care, dichotomized into responses of "excellent" versus all others, was the primary dependent variable in our bivariate analyses. RESULTS: Of respondents, 40% rated their ED care as "excellent." Variables significantly correlated with high satisfaction include having the perception of time spent in the ED as not "too long," having the emergency physicians and nurses clearly answer patients' questions, having a relationship of trust with an ED staff member, being told why tests were done, feeling involved in decisions about care as much as they wanted, having pain addressed fully, having a perception of greater health status, and having fewer comorbid conditions at the time of the ED visit. Results may be applicable only to urban academic EDs and may be limited by time elapsed between ED visits and follow-up surveys. CONCLUSION: To improve quality of care for older adults in the ED, physicians should be more attentive to older patients' concerns and questions, recognize and aggressively treat pain, and reduce the patients' perception of a long waiting time. SN - 0196-0644 UR - https://www.unboundmedicine.com/medline/citation/11468608/Factors_associated_with_older_patients'_satisfaction_with_care_in_an_inner_city_emergency_department_ DB - PRIME DP - Unbound Medicine ER -