1. Waiting room assessment: a survey of patient satisfaction
- Author
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Tubman, M. and Innes, G.D.
- Subjects
Emergency medicine -- Surveys ,Patient satisfaction -- Surveys ,Health ,Health care industry ,Science and technology - Abstract
Introduction: Calgary's 3 adult emergency departments (ED) have recently adopted a new process enabling physicians to assess patients in the waiting room (WR) before an ED stretcher becomes available. This change should reduce delays to physician exam, time to diagnostic testing and overall ED length of stay. The objective is to improve patient satisfaction and increase safety, especially for CTAS Level 3 patients who often have potentially serious illnesses and are most likely to face prolonged WR delays. Our objective is to explore patient perceptions of the 'waiting room assessment' process and to determine if this intervention improves other markers of care quality. Methods: CTAS 2-3 patients who have been triaged to the WR or hallway for at least one hour are eligible for inclusion. Those who undergo WR assessment (intervention cohort) will be compared to matched controls in the same triage category who do not, and eligible subjects will be invited to complete a patient satisfaction survey. Outcomes will include patient satisfaction, perceptions of care quality, ED length of stay, and 72-hour ED revisit rates. Results: Previous studies have shown that process redesign in the ED can improve patient satisfaction. Waiting room physician assessment is an intervention not yet described in the literature. Previous studies have shown that waiting time to physician is a key predictor of patient satisfaction. The results of this study will help us determine if this intervention improves patient experience, meets expectations for care quality, and reduces total ED length of stay. Conclusion: If WR assessment enhances patient satisfaction, meets care quality expectations and improves operational outcomes, it could be considered a potentially important intervention to reduce wait times and improve ED care. Keywords: waiting room medicine, patient satisfaction,
- Published
- 2009