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The influence of patient acuity on satisfaction with emergency care: perspectives of family, friends and carers

Kristensson Ekwall, Anna LU ; Gerdtz, Marie and Manias, Elizabeth (2008) In Journal of Clinical Nursing 17(6). p.800-809
Abstract
Aims and objectives. To investigate the factors that influence satisfaction with emergency care among individuals accompanying patients to the emergency department and explore agreement between the triage nurse and accompanying person regarding urgency. Background. Many patients seeking treatment in hospital are escorted by an accompanying person, who may be a friend, family member or carer. Several factors influence patient satisfaction with emergency care, including waiting time and time to treatment. It is also influenced by provision of information and interpersonal relations between staff and patients. Research on satisfaction has focused on the patient perspective; however, individuals who accompany patients are potential consumers.... (More)
Aims and objectives. To investigate the factors that influence satisfaction with emergency care among individuals accompanying patients to the emergency department and explore agreement between the triage nurse and accompanying person regarding urgency. Background. Many patients seeking treatment in hospital are escorted by an accompanying person, who may be a friend, family member or carer. Several factors influence patient satisfaction with emergency care, including waiting time and time to treatment. It is also influenced by provision of information and interpersonal relations between staff and patients. Research on satisfaction has focused on the patient perspective; however, individuals who accompany patients are potential consumers. Knowledge about the ways accompanying persons perceive the patient's medical condition and level of urgency will identify areas for improved patient outcomes. Design and methods. A prospective cross-sectional survey with a consecutive sample (n = 128 response rate 83.7%) was undertaken. Data were collected in an Australian metropolitan teaching hospital with about 32,000 visits to the emergency department each year. The Consumer Emergency Satisfaction Scale was used to measure satisfaction with nursing care. Results. Significant differences in perceptions of patient urgency between accompanying persons and nurses were found. Those people accompanying patients of a higher urgency were significantly more satisfied than those accompanying patients of a lower urgency. These results were independent of real waiting time or the accompanying person's knowledge of the patients' triage status. In addition, older accompanying persons were more satisfied with emergency care than younger accompanying persons. Discussion. Little attention has been paid to the social interactions that occur between nurses and patients at triage and the ways in which these interactions might impact satisfaction with emergency care. Relevance to clinical practice. Good interpersonal relationships can positively influence satisfaction with the emergency visit. This relationship can contribute to improved patient care and health outcomes. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
triage, satisfaction, nursing, nurses, emergency care, next of kin
in
Journal of Clinical Nursing
volume
17
issue
6
pages
800 - 809
publisher
Wiley-Blackwell
external identifiers
  • wos:000253121300012
  • scopus:39049142673
ISSN
1365-2702
DOI
10.1111/J.1365-2702.2007.02052.x
language
English
LU publication?
yes
id
c19cb790-0416-4cfb-9430-512373ea882f (old id 1196499)
date added to LUP
2008-09-10 11:38:36
date last changed
2017-08-13 04:00:45
@article{c19cb790-0416-4cfb-9430-512373ea882f,
  abstract     = {Aims and objectives. To investigate the factors that influence satisfaction with emergency care among individuals accompanying patients to the emergency department and explore agreement between the triage nurse and accompanying person regarding urgency. Background. Many patients seeking treatment in hospital are escorted by an accompanying person, who may be a friend, family member or carer. Several factors influence patient satisfaction with emergency care, including waiting time and time to treatment. It is also influenced by provision of information and interpersonal relations between staff and patients. Research on satisfaction has focused on the patient perspective; however, individuals who accompany patients are potential consumers. Knowledge about the ways accompanying persons perceive the patient's medical condition and level of urgency will identify areas for improved patient outcomes. Design and methods. A prospective cross-sectional survey with a consecutive sample (n = 128 response rate 83.7%) was undertaken. Data were collected in an Australian metropolitan teaching hospital with about 32,000 visits to the emergency department each year. The Consumer Emergency Satisfaction Scale was used to measure satisfaction with nursing care. Results. Significant differences in perceptions of patient urgency between accompanying persons and nurses were found. Those people accompanying patients of a higher urgency were significantly more satisfied than those accompanying patients of a lower urgency. These results were independent of real waiting time or the accompanying person's knowledge of the patients' triage status. In addition, older accompanying persons were more satisfied with emergency care than younger accompanying persons. Discussion. Little attention has been paid to the social interactions that occur between nurses and patients at triage and the ways in which these interactions might impact satisfaction with emergency care. Relevance to clinical practice. Good interpersonal relationships can positively influence satisfaction with the emergency visit. This relationship can contribute to improved patient care and health outcomes.},
  author       = {Kristensson Ekwall, Anna and Gerdtz, Marie and Manias, Elizabeth},
  issn         = {1365-2702},
  keyword      = {triage,satisfaction,nursing,nurses,emergency care,next of kin},
  language     = {eng},
  number       = {6},
  pages        = {800--809},
  publisher    = {Wiley-Blackwell},
  series       = {Journal of Clinical Nursing},
  title        = {The influence of patient acuity on satisfaction with emergency care: perspectives of family, friends and carers},
  url          = {http://dx.doi.org/10.1111/J.1365-2702.2007.02052.x},
  volume       = {17},
  year         = {2008},
}