Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France

• DOI: 10.1097/mej.0b013e32831016a6
• Publication Date: 2009-06-30T07:28:51Z
• Authors: Isabelle Pitrou; Annie-Claude Lecourt; Laurent Bailly; Benoît Brousse; Luc Dauchet; Joël Ladner
• Keywords: Quartile

To assess patient satisfaction in a French Emergency Department (ED) and to determine factors associated with dissatisfaction.From July 2003 February 2004, prospective cohort study was conducted an ED (Elbeuf Reference Hospital, Upper-Normandy region). Baseline data collection performed during individual interview at inclusion. Waiting time the recorded. Patient assessed by telephone 1 month later. Questions included assessment of overall three different areas satisfaction: quality reception, patient-doctor communication, delays.One hundred sixty-five patients were included, 146 (88.5%) responded follow-up. We found high levels (89.7%). Highest rate (92.5%) for reception. Lower rates reported waiting times (72.6%) medical information provided physicians (71.9%). The mean total spent 149.9 min (median=133.5). In multivariate analysis, unique independent determinant dissatisfaction: second quartile odds ratio (OR)=0.40; 95% confidence interval (CI)=(0.06-2.66), third OR=1.45; CI=(0.32-6.47), last OR=2.69; CI=(0.65-11.08); ptrend=0.04.Elevated appeared as risk factor dissatisfaction. Information on delays reasons this delay could be systematically communicated attending EDs; it effective strategy reduce perceived improve satisfaction.