Emergency Department Overcrowding Lowers Patient Satisfaction Scores

2020 ◽  
Author(s):  
Dana M. King ◽  
J. Priyanka Vakkalanka ◽  
Christian Junker ◽  
Karisa K. Harland ◽  
Andrew S. Nugent
Keyword(s):  
Emergency Department ◽  
Patient Satisfaction ◽  
Emergency Department Overcrowding ◽  
Patient Satisfaction Scores

scholarly journals Development of a combined paediatric emergency department and observation unit

2020 ◽  
Vol 9 (1) ◽  
pp. e000688
Author(s):  
Czer Anthoney Enriquez Lim ◽  
Julie Oh ◽  
Erick Eiting ◽  
Catherine Coughlin ◽  
Yvette Calderon ◽  
...  
Keyword(s):  
Emergency Department ◽  
Quality Improvement ◽  
Patient Satisfaction ◽  
Patient Outcomes ◽  
Close Monitoring ◽  
Observation Unit ◽  
Paediatric Emergency Department ◽  
Paediatric Emergency ◽  
Patient Satisfaction Scores ◽  
Conversion Rates

BackgroundRecent trends towards more cost-efficient and patient-centred treatment are converging to provide opportunities to improve the care of children. Observation units are hospital areas dedicated to the ongoing evaluation and management of patients for a brief period of time for well-defined conditions. We describe the implementation of a paediatric observation unit (POU) adjacent to a paediatric emergency department (PED) in an urban, academic, community hospital.MethodsStaffing models were designed to provide paediatric services to patients in both the PED and POU. Admission criteria, workflow and transfer guidelines were developed. Quality improvement initiatives were undertaken and evaluated. Unit throughput, patient outcomes and patient satisfaction data were collected and analysed.ResultsOver a 2-year period, there were 24 038 patient visits to the PED. Of these, 1215 (5.1%) patients required admission. Seven hundred and seventy-seven (64.0%) of these children were admitted to the POU. One hundred and nineteen (15.3%) of these patients were subsequently converted to inpatient hospitalisation. The average length of stay (LOS) was 25.7 hours in 2017 and 26.5 hours in 2018. Ten patients returned to the PED within 72 hours of discharge from the POU and four were readmitted. Patient satisfaction scores regarding ‘likelihood to recommend’ improved from the 36th to the 92nd percentile rank over a 1-year period. Close monitoring of patient outcomes allowed for the adjustment of admission guidelines, increased unit census and optimised utilisation.ConclusionA combined PED-POU has been successful at our institution in meeting benchmark goals set for LOS and conversion rates. In addition, quality improvement interventions increased patient census and improved patient satisfaction scores while reducing the inpatient burden on the referring children’s hospital.

238: An Analysis of Emergency Department Observation Units Impact on Patient Satisfaction Scores

2009 ◽  
Vol 54 (3) ◽  
pp. S74-S75
Author(s):  
A. Chandra ◽  
D. Harrison ◽  
A. Boardwine ◽  
J. Villani ◽  
C. Gerardo ◽  
...  
Keyword(s):  
Emergency Department ◽  
Patient Satisfaction ◽  
Observation Units ◽  
Patient Satisfaction Scores

scholarly journals Effect of Real-Time Surveys on Patient Satisfaction Scores in the Emergency Department

2019 ◽  
Vol 2019 ◽  
pp. 1-5
Author(s):  
Julia Sobel ◽  
Jessica Bates ◽  
Vivienne Ng ◽  
Matthew Berkman ◽  
Tomas Nuño ◽  
...  
Keyword(s):  
Emergency Department ◽  
Patient Satisfaction ◽  
Real Time ◽  
Physician Behavior ◽  
Resident Physicians ◽  
Patient Satisfaction Scores ◽  
Behavior Modifications ◽  
Satisfaction Measures ◽  
Attending Physicians ◽  
Satisfaction Surveys

Background. Patient satisfaction surveys have become increasingly important as their results help to determine Centers for Medicare and Medicaid Services (CMS) reimbursement. However, these questionnaires have known sources of bias (self-selection, responder, attribution, and nonresponse). Objective. We developed a real-time (RT) survey delivered in the hospital ED to evaluate the effect of implementing RT patient satisfaction surveys on physician behavior and hypothesized that the timing of patient satisfaction survey delivery would significantly impact the results. Method. Data from real-time patient satisfaction surveys were collected in phases from 12/2015 to 5/2017. Hospital-sponsored (HS) surveys were administered after discharge from 12/2015 to 12/2016. Results. For RT surveys, resident physicians were significantly more likely to write their names on the whiteboard (p=0.02) and sit down (p=0.01) with patients. Behavior modifications by attending physicians were not significant. Patient satisfaction measures did not improve significantly between periods for RT or HS surveys; however, RT survey responders were significantly more likely to recommend the ED to others. Conclusion. The timing of survey administration did significantly alter resident physician’s behavior; however, it had no effect on patient satisfaction scores. RT responders were significantly more likely to recommend the emergency department to others.

scholarly journals Grab a Seat! Nudging Providers to Sit Improves the Patient Experience in the Emergency Department

2018 ◽  
Vol 6 (2) ◽  
pp. 110-116 ◽  
Author(s):  
Clinton J Orloski ◽  
Erica R Tabakin ◽  
Frances S Shofer ◽  
Jennifer S Myers ◽  
Angela M Mills
Keyword(s):  
Emergency Department ◽  
Patient Satisfaction ◽  
Secondary Outcome ◽  
Convenience Sample ◽  
Entire Study ◽  
Provider Behavior ◽  
Patient Satisfaction Scores ◽  
Educational Campaign ◽  
Care Satisfaction ◽  
Post Trial

Objective: We assessed whether provider sitting influenced patient satisfaction in an academic emergency department (ED) and if education and/or environmental manipulation could nudge providers to sit. Methods: This was a prospective, controlled pre–post trial of provider sitting and its influence on patient satisfaction within 2 urban, academic EDs. A 12-item survey was administered to a convenience sample of patients to assess for care satisfaction before, during, and after study interventions. Study interventions included (a) placement of branded folding seats and (b) an educational campaign. Only the intervention ED received folding seats. The primary outcome examined the influence of provider sitting on patient satisfaction. A secondary outcome examined the frequency of provider sitting. Results: During the entire study period, 2827 patients were surveyed; 63% were female and 65% were between the ages of 26 and 65. Sitting at any point during an ED encounter improved responses to satisfaction questions (polite [67% vs 59%], cared [64% vs 54%], listened [60% vs 52%], informed [57% vs 47%], time [56% vs 45%], P < .0001 for all measures). The odds of provider sitting increased 30% when a seat was placed in the room (odds ratio [OR] = 1.3, 95% confidence interval [CI]: 1.1-1.5). No change in provider sitting was observed in the control ED (OR = 1.0, 95% CI: 0.8-1.2). Conclusions: Placing a seat in a patient’s room nudges providers to sit during an ED encounter. Education alone did not influence provider behavior. Sitting down resulted in significantly higher patient satisfaction scores during an ED visit.

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