INTRODUCTION: The population over 65 years old represents 40-50% of the all visits made to an emergency department (ED). Some situations of stress and dehumanization can occur due to user overflow. Our target is to identify factors influencing overall satisfaction of patients older than 65 attended in the ED, in order to identify points of conflict and improve the deficiencies in our care. MATERIAL AND METHOD: We performed a prospective study from September 2005-June 2006 with those patients who accepted to take part by filling an anonymous and confidential questionnaire. We evaluated 19 epidemiological variables, medical and related to the quality of information provided. A single bivariate analysis was performed (chi2, t-Student or logistic regression). RESULTS: The questionnaire was filled out by 1389 (31.3%) out of 4437 patients that could potentially be included in the study. Mean patient age was 77 +/- 6 years and more than half of them were women (64%). Of the responses, 82% rated their ED care as excellent or good. Variables significantly related to satisfaction were perception of a not-too-long waiting time (p = 0.001), having been attended to previously in the hospital (p = 0.050), having explained the tests that patients had to undergo (p = 0.002) and having been given clear information from staff (p = 0.001). CONCLUSIONS: In order to improve the quality of care given in the ED, the staff should give more personalized and clear information and reduce the patient perception that waiting time is too long.
INTRODUCTION: The population over 65 years old represents 40-50% of the all visits made to an emergency department (ED). Some situations of stress and dehumanization can occur due to user overflow. Our target is to identify factors influencing overall satisfaction of patients older than 65 attended in the ED, in order to identify points of conflict and improve the deficiencies in our care. MATERIAL AND METHOD: We performed a prospective study from September 2005-June 2006 with those patients who accepted to take part by filling an anonymous and confidential questionnaire. We evaluated 19 epidemiological variables, medical and related to the quality of information provided. A single bivariate analysis was performed (chi2, t-Student or logistic regression). RESULTS: The questionnaire was filled out by 1389 (31.3%) out of 4437 patients that could potentially be included in the study. Mean patient age was 77 +/- 6 years and more than half of them were women (64%). Of the responses, 82% rated their ED care as excellent or good. Variables significantly related to satisfaction were perception of a not-too-long waiting time (p = 0.001), having been attended to previously in the hospital (p = 0.050), having explained the tests that patients had to undergo (p = 0.002) and having been given clear information from staff (p = 0.001). CONCLUSIONS: In order to improve the quality of care given in the ED, the staff should give more personalized and clear information and reduce the patient perception that waiting time is too long.