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Waiting in the Accident and Emergency Department: Exploring Problematic Experiences
Nanne Bos1, Henk van Stel1, Augustinus Schrijvers1
1From the Netherlands Institute of Health Services Research, Utrecht, the Department of Health Services Research, Julius Center for Health Sciences and Primary Care, University Medical Center Utrecht, Utrecht, and the Dutch Network for Acute Care, Tilburg, The Netherlands.
Southern Medical Journal
|October 6, 2015
Summary
Longer perceived waiting times in accident and emergency departments (A&Es) decrease patient satisfaction. Providing information, managing pain, and assessing acuity improve patient experience and reduce issues with waiting times.
Area of Science:
- Emergency Medicine
- Healthcare Quality
- Patient Experience
Background:
- Patient satisfaction is a key indicator of healthcare quality.
- Understanding factors influencing patient perception of care in emergency settings is crucial.
Purpose of the Study:
- To examine the relationship between perceived waiting times and overall patient ratings of accident and emergency departments (A&Es).
- To identify patient characteristics associated with problematic waiting time experiences.
Main Methods:
- A cross-sectional survey was conducted in 21 A&Es in the Netherlands.
- 3483 patients completed surveys on perceived waiting times, overall ratings, and factors like information received, pain, and acuity.
- Logistic regression was used to analyze factors related to problematic waiting experiences.
Main Results:
- Longer perceived waiting times correlated with lower overall ratings and more reports of problematic experiences.
- Problematic waiting experiences were significantly linked to perceived pain, higher perceived acuity, and limited information.
- Patients receiving no information reported significantly more problematic experiences compared to fully informed patients.
Conclusions:
- Providing pre-treatment information is vital for improving patient experience.
- Managing patient-perceived pain and acuity can mitigate negative experiences related to waiting times.
- Addressing these factors not only reduces issues with perceived waiting time but also enhances the overall quality of care delivered in A&Es.
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