[Satisfied companion, a quality indicator in emergencies]

Area of Science:

• Emergency Medicine
• Patient Experience Research
• Healthcare Quality Improvement

Context:

• The Emergency Department (ED) serves a critical role in acute healthcare delivery.
• Accompanying persons (family/friends) are integral to patient support but their own experience is often overlooked.
• Understanding the satisfaction of accompanying persons can reveal crucial insights into ED operational efficiency and patient-centered care.

Purpose:

• To assess the satisfaction levels of individuals accompanying patients in the ED.
• To pinpoint key factors influencing their satisfaction or dissatisfaction.
• To identify actionable areas for enhancing the ED experience for both patients and their companions.

Summary:

• A retrospective study surveyed 117 accompanying persons in the ED using a randomized telephone questionnaire.
• While demographic factors did not significantly impact satisfaction, receiving periodic information and the duration of the waiting time did.
• Frequent reasons for dissatisfaction included long waiting times, lack of companionship, patient isolation, perceived staff shortages, and facility location.

Impact:

• Findings underscore the importance of timely assistance, clear communication, and empathetic care in the ED.
• Improvements in facilities and support for accompanying persons can significantly boost overall satisfaction.
• Addressing issues like long waits and isolation can lead to a more positive and supportive environment within the ED.