Tags

Type your tag names separated by a space and hit enter

Validating a model of patient satisfaction with emergency care.
Ann Emerg Med. 2001 Nov; 38(5):527-32.AE

Abstract

STUDY OBJECTIVE

We sought to validate a previously developed model of emergency department patient satisfaction in a general population using a standard mailed format. The study aims to export the findings of a comprehensive ED quality-of-care study to an easily measured patient population.

METHODS

A double-sided, single-page survey was mailed to all patients discharged home from 4 teaching hospital EDs during a 1-month period. Determinants of patient satisfaction were analyzed with a previously developed multivariate, ordinal logistic-regression model.

RESULTS

The mail survey response rate was 22.9% (2,373/10,381). The survey validates the importance of previously identified determinants of patient satisfaction, including age, help not received when needed, poor explanation of problem, not told about wait time, not told when to resume normal activity, poor explanation of test results, and not told when to return to the ED (P <.01). Greater age predicted higher patient satisfaction, whereas all other variables correlated with lower patient satisfaction. In contrast with prior findings, black race was not a significant predictor of satisfaction in the mail survey population. Low ratings of overall care are strongly correlated with reduced willingness to return (P <.0001).

CONCLUSION

A patient satisfaction model was previously developed from a comprehensive research survey of ED care. We demonstrate the generalizability of this model to a mail survey population and replicate the finding that satisfaction strongly predicts willingness to return. The response rate of this study is typical of commercial patient-satisfaction surveys. The validated model suggests that ED patient satisfaction improvement efforts should focus on a limited number of modifiable and easily measured factors.

Authors+Show Affiliations

Department of Emergency Medicine, Brigham and Women's Hospital, Boston, MA 02115, USA. bsun@partners.orgNo affiliation info availableNo affiliation info available

Pub Type(s)

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

Language

eng

PubMed ID

11679864

Citation

Sun, B C., et al. "Validating a Model of Patient Satisfaction With Emergency Care." Annals of Emergency Medicine, vol. 38, no. 5, 2001, pp. 527-32.
Sun BC, Adams JG, Burstin HR. Validating a model of patient satisfaction with emergency care. Ann Emerg Med. 2001;38(5):527-32.
Sun, B. C., Adams, J. G., & Burstin, H. R. (2001). Validating a model of patient satisfaction with emergency care. Annals of Emergency Medicine, 38(5), 527-32.
Sun BC, Adams JG, Burstin HR. Validating a Model of Patient Satisfaction With Emergency Care. Ann Emerg Med. 2001;38(5):527-32. PubMed PMID: 11679864.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Validating a model of patient satisfaction with emergency care. AU - Sun,B C, AU - Adams,J G, AU - Burstin,H R, PY - 2001/10/27/pubmed PY - 2002/1/5/medline PY - 2001/10/27/entrez SP - 527 EP - 32 JF - Annals of emergency medicine JO - Ann Emerg Med VL - 38 IS - 5 N2 - STUDY OBJECTIVE: We sought to validate a previously developed model of emergency department patient satisfaction in a general population using a standard mailed format. The study aims to export the findings of a comprehensive ED quality-of-care study to an easily measured patient population. METHODS: A double-sided, single-page survey was mailed to all patients discharged home from 4 teaching hospital EDs during a 1-month period. Determinants of patient satisfaction were analyzed with a previously developed multivariate, ordinal logistic-regression model. RESULTS: The mail survey response rate was 22.9% (2,373/10,381). The survey validates the importance of previously identified determinants of patient satisfaction, including age, help not received when needed, poor explanation of problem, not told about wait time, not told when to resume normal activity, poor explanation of test results, and not told when to return to the ED (P <.01). Greater age predicted higher patient satisfaction, whereas all other variables correlated with lower patient satisfaction. In contrast with prior findings, black race was not a significant predictor of satisfaction in the mail survey population. Low ratings of overall care are strongly correlated with reduced willingness to return (P <.0001). CONCLUSION: A patient satisfaction model was previously developed from a comprehensive research survey of ED care. We demonstrate the generalizability of this model to a mail survey population and replicate the finding that satisfaction strongly predicts willingness to return. The response rate of this study is typical of commercial patient-satisfaction surveys. The validated model suggests that ED patient satisfaction improvement efforts should focus on a limited number of modifiable and easily measured factors. SN - 0196-0644 UR - https://www.unboundmedicine.com/medline/citation/11679864/Validating_a_model_of_patient_satisfaction_with_emergency_care_ DB - PRIME DP - Unbound Medicine ER -