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[Quality development at an emergency unit--an intervention study based on consumer satisfaction]

K A Poulsen1, L Jacobsen

  • 1Aalborg Sygehus Syd, ortopaedkirurgisk afdeling.

Ugeskrift for Laeger
|August 29, 1994
PubMed
Summary
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Implementing nurse-led triage in emergency departments significantly improved patient satisfaction, reducing perceived wait times and enhancing the overall experience. This procedural change is recommended for improving emergency care delivery.

Area of Science:

  • Emergency Medicine
  • Healthcare Management
  • Patient Experience Research

Background:

  • Emergency departments (EDs) face challenges in managing patient flow and satisfaction.
  • Patient satisfaction is a key metric for healthcare quality assessment.
  • Current ED procedures may not adequately address patient needs for information and timely care.

Purpose of the Study:

  • To evaluate the impact of a new nursing procedure on emergency department user satisfaction.
  • To compare patient experiences before and after the implementation of nurse-led triage.
  • To identify specific areas of satisfaction influenced by procedural changes.

Main Methods:

  • A comparative study design was employed, surveying ED users in two distinct periods.
  • A questionnaire assessed user satisfaction regarding reception, wait times, and overall experience.

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  • Data were collected from 1426 participants (794 before, 632 after a procedural change).

    • Main Results:

    • Patients surveyed after the procedural change reported significantly better reception and shorter perceived wait times.
    • Overall patient experience was rated significantly higher in the post-change group.
    • No significant differences were observed in satisfaction with information on diagnosis/treatment, examination time, staff helpfulness, or expectation fulfillment.

    Conclusions:

    • Implementing nurse-led triage in the ED waiting room positively impacts patient satisfaction.
    • Procedural changes focusing on patient communication and prioritization can enhance the ED experience.
    • Further adoption of such nursing-led interventions is recommended for emergency care improvement.