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Validating a model of patient satisfaction with emergency care
B C Sun1, J G Adams, H R Burstin
1Department of Emergency Medicine, Brigham and Women's Hospital, Boston, MA 02115, USA. bsun@partners.org
Annals of Emergency Medicine
|October 27, 2001
Summary
This study validates a patient satisfaction model for emergency departments (EDs) using mailed surveys. Key factors like communication and care quality significantly impact patient satisfaction and willingness to return.
Area of Science:
- Healthcare Management
- Patient Experience Research
- Emergency Medicine
Background:
- A prior model for emergency department (ED) patient satisfaction was developed.
- The need exists to validate this model in a general population using standard mailed surveys.
Purpose of the Study:
- To validate a previously developed ED patient satisfaction model in a general population.
- To assess the generalizability of ED quality-of-care findings through a mailed survey.
Main Methods:
- A single-page, double-sided survey was mailed to patients discharged from four teaching hospital EDs.
- A multivariate, ordinal logistic-regression model was used to analyze determinants of patient satisfaction.
Main Results:
- The mail survey achieved a 22.9% response rate, validating key satisfaction determinants like age and communication.
- Older age correlated with higher satisfaction, while unmet needs and poor explanations lowered it.
- Patient satisfaction strongly predicts willingness to return to the ED.
Conclusions:
- The previously developed ED patient satisfaction model is generalizable to a mail survey population.
- Patient satisfaction is a strong predictor of patient loyalty and return visits.
- Improving ED patient satisfaction requires focusing on modifiable factors such as communication and care delivery.
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