ED operational factors associated with patient satisfaction

• Published in: The American journal of emergency medicine Vol. 33; no. 1; pp. 111 - 112
• Main Authors: Goloback, Molly, MD, McCarthy, Danielle M., MD, MS, Schmidt, Michael, MD, Adams, James G., MD, Pang, Peter S., MD, MSc
• Format: Journal Article
• Language: English
• Published: United States Elsevier Inc 01.01.2015; Elsevier Limited
• Subjects: Customer satisfaction; Emergency; Emergency medical care; Emergency Service, Hospital - standards; Female; Hospitals; Hospitals, Urban; Humans; Length of Stay - statistics & numerical data; Male; Middle Aged; Patient Satisfaction; Patients; Pilot Projects; Severity of Illness Index; Surveys and Questionnaires; Waiting Lists
• ISSN: 0735-6757; 1532-8171
• DOI: 10.1016/j.ajem.2014.09.051

Per institutional protocol, 30% of discharged patients are randomly selected to receive the Press Ganey (PG) patient satisfaction survey, a psychometrically valid instrument, widely used to benchmark comparable institutions nationwide [12,13]. Characteristic PG scores Total (n = 2721) Less than very good (n = 922) Very good or higher (n = 1799) P Age (y), mean (SD) 49.3 (18.8) 45.5 (17.7) 51.3 (19.0) <.001 Female (%) 63.6 66.6 62.0 .02 Acuity (%) Â Â Â .77 Resuscitation 0.1 0.0 0.1 Â Emergent 24.3 21.6 25.8 Â Urgent 43.7 48.4 41.3 Â Semiurgent 29.8 28.6 30.3 Â Nonurgent 2.1 1.5 2.5 Â Door-to-doctor (min), mean (SD) 59.7 (55.0) 79.8 (65.8) 49.6 (45.4) <.001 Door-to-doctor (no. of 30-min blocks), mean (SD) 2.5 (1.8) 3.2 (2.2) 2.2 (1.5) <.001 Door-to-doctor (%) Â Â Â <.001 0-60 min 65.0 50.3 72.5 Â >60 min 35.0 49.7 27.5 Â Length of stay (min), mean (SD) 244.3 (180.6) 268.8 (185.4) 231.7 (176.7) <.001 Length of stay (no. of 30-min blocks), mean (SD) 8.6 (6.0) 9.4 (6.2) 8.2 (5.9) <.001 Length of stay (%) Â Â Â <.001 0-240 min 60.9 52.8 65.2 Â >240 min 39.1 47.2 34.9 Â Mean wait time (min), mean (SD) 41.5 (17.6) 44.3 (18.6) 40.0 (16.8) <.001 Mean wait time (no. of 30-min blocks), mean (SD) 1.8 (0.7) 2.0 (0.7) 1.8 (0.6) <.001 Mean wait time (%) Â Â Â <.001 0-30 min 29.5 24.6 32.1 Â >30 min 70.5 75.4 67.9 Â Time of day (%) Â Â Â .005 7:00 am-7:00 pm 71.5 68.1 73.3 Â 7:00 pm-7:00 am 28.5 31.9 26.7 Â Patient volume, mean (SD) 227.1 (20.4) 228.2 (19.3) 226.6 (20.9) .04 Table 1 Bivariate analysis for very good PG scores (PG >= 80)