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Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France.
Eur J Emerg Med. 2009 Aug; 16(4):177-82.EJ

Abstract

OBJECTIVES

To assess patient satisfaction in a French Emergency Department (ED) and to determine factors associated with dissatisfaction.

METHODS

From July 2003 to February 2004, a prospective cohort study was conducted in an ED (Elbeuf Reference Hospital, Upper-Normandy region). Baseline data collection was performed during individual interview at inclusion. Waiting time in the ED was recorded. Patient satisfaction was assessed by telephone 1 month later. Questions included assessment of overall satisfaction and three different areas of satisfaction: quality of reception, patient-doctor communication, and delays.

RESULTS

One hundred sixty-five patients were included, 146 patients (88.5%) responded to the telephone follow-up. We found high levels of satisfaction in the ED (89.7%). Highest satisfaction rate (92.5%) was for reception. Lower satisfaction rates were reported for waiting times (72.6%) and medical information provided by physicians (71.9%). The mean total time spent was 149.9 min (median=133.5). In multivariate analysis, waiting time was the unique independent determinant of patient dissatisfaction: second quartile odds ratio (OR)=0.40; 95% confidence interval (CI)=(0.06-2.66), third quartile OR=1.45; 95% CI=(0.32-6.47), last quartile OR=2.69; 95% CI=(0.65-11.08); ptrend=0.04.

CONCLUSION

Elevated waiting times appeared as the unique independent risk factor of patient dissatisfaction. Information on delays and reasons for this delay could be systematically communicated to patients attending EDs; it could be an effective strategy to reduce perceived waiting times and improve patient satisfaction.

Authors+Show Affiliations

Epidemiology and Public Health Department, Rouen University Hospital, Rouen, France.No 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

Language

eng

PubMed ID

19318959

Citation

Pitrou, Isabelle, et al. "Waiting Time and Assessment of Patient Satisfaction in a Large Reference Emergency Department: a Prospective Cohort Study, France." European Journal of Emergency Medicine : Official Journal of the European Society for Emergency Medicine, vol. 16, no. 4, 2009, pp. 177-82.
Pitrou I, Lecourt AC, Bailly L, et al. Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France. Eur J Emerg Med. 2009;16(4):177-82.
Pitrou, I., Lecourt, A. C., Bailly, L., Brousse, B., Dauchet, L., & Ladner, J. (2009). Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France. European Journal of Emergency Medicine : Official Journal of the European Society for Emergency Medicine, 16(4), 177-82. https://doi.org/10.1097/MEJ.0b013e32831016a6
Pitrou I, et al. Waiting Time and Assessment of Patient Satisfaction in a Large Reference Emergency Department: a Prospective Cohort Study, France. Eur J Emerg Med. 2009;16(4):177-82. PubMed PMID: 19318959.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France. AU - Pitrou,Isabelle, AU - Lecourt,Annie-Claude, AU - Bailly,Laurent, AU - Brousse,Benoît, AU - Dauchet,Luc, AU - Ladner,Joël, PY - 2009/3/26/entrez PY - 2009/3/26/pubmed PY - 2009/10/16/medline SP - 177 EP - 82 JF - European journal of emergency medicine : official journal of the European Society for Emergency Medicine JO - Eur J Emerg Med VL - 16 IS - 4 N2 - OBJECTIVES: To assess patient satisfaction in a French Emergency Department (ED) and to determine factors associated with dissatisfaction. METHODS: From July 2003 to February 2004, a prospective cohort study was conducted in an ED (Elbeuf Reference Hospital, Upper-Normandy region). Baseline data collection was performed during individual interview at inclusion. Waiting time in the ED was recorded. Patient satisfaction was assessed by telephone 1 month later. Questions included assessment of overall satisfaction and three different areas of satisfaction: quality of reception, patient-doctor communication, and delays. RESULTS: One hundred sixty-five patients were included, 146 patients (88.5%) responded to the telephone follow-up. We found high levels of satisfaction in the ED (89.7%). Highest satisfaction rate (92.5%) was for reception. Lower satisfaction rates were reported for waiting times (72.6%) and medical information provided by physicians (71.9%). The mean total time spent was 149.9 min (median=133.5). In multivariate analysis, waiting time was the unique independent determinant of patient dissatisfaction: second quartile odds ratio (OR)=0.40; 95% confidence interval (CI)=(0.06-2.66), third quartile OR=1.45; 95% CI=(0.32-6.47), last quartile OR=2.69; 95% CI=(0.65-11.08); ptrend=0.04. CONCLUSION: Elevated waiting times appeared as the unique independent risk factor of patient dissatisfaction. Information on delays and reasons for this delay could be systematically communicated to patients attending EDs; it could be an effective strategy to reduce perceived waiting times and improve patient satisfaction. SN - 1473-5695 UR - https://www.unboundmedicine.com/medline/citation/19318959/Waiting_time_and_assessment_of_patient_satisfaction_in_a_large_reference_emergency_department:_a_prospective_cohort_study_France_ L2 - https://doi.org/10.1097/MEJ.0b013e32831016a6 DB - PRIME DP - Unbound Medicine ER -