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Does Patient Satisfaction with Primary and Emergency Care Influence Non-Urgent Emergency Department Utilization? A
İbrahim Sarbay1, Melike Mercan Baspinar2, Ezgi Erman1
1Department of Emergency Medicine, University of Health Sciences, Gaziosmanpaşa Training and Research Hospital, Istanbul, Türkiye.
Journal of Multidisciplinary Healthcare
|August 13, 2025
Summary
Patient satisfaction does not explain why people use the emergency department for non-urgent issues. Addressing primary care system issues is crucial for managing emergency department use.
Area of Science:
- Health Services Research
- Primary Care Medicine
- Emergency Medicine
Background:
- Non-urgent emergency department (ED) use is a significant healthcare concern.
- Understanding the relationship between primary care (PC) utilization and non-urgent ED visits is essential for optimizing healthcare resource allocation.
Purpose of the Study:
- To investigate if patient satisfaction mediates the link between primary care utilization and non-urgent emergency department visits during weekday working hours.
Main Methods:
- An observational study involving 293 non-urgent adult patients visiting a tertiary hospital's ED.
- Validated tools, EUROPEP and BEPSS scales, were used to assess patient satisfaction with PC and ED visits, respectively.
- Structural equation modeling and correlation analysis were employed for data analysis.
Main Results:
- Patient satisfaction rates were 66.7% for PC and 75.0% for ED.
- Frequent users of non-urgent ED services also utilized PC services (r = 0.394, p ≤ 0.001).
- PC visit frequency mediated the relationship between older age and increased non-urgent ED use (p = 0.028), indicating potential referral issues.
Conclusions:
- Patient satisfaction with PC or ED services does not drive non-urgent ED utilization.
- Improving satisfaction alone is insufficient; systemic issues in primary care, such as resource adequacy and referral pathways, need addressing.
- Focus should be on enhancing family health centers' capacity rather than solely on patient satisfaction metrics.
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