A Fontova-Almató1, D Juvinyà-Canal2, R Suñer-Soler2. 1. Servicio de Urgencias, Hospital de Figueres, Fundació Salut Empordà, Figueres, Girona, España; Grupo de investigación Salud y Atención Sanitaria, Universidad de Girona, Girona, España. Electronic address: aurorafontova@gmail.com. 2. Grupo de investigación Salud y Atención Sanitaria, Universidad de Girona, Girona, España; Departamento de Enfermería, Universidad de Girona, Girona, España.
Abstract
OBJECTIVE: To evaluate patient and companion satisfaction of a hospital Emergency Department and its relationship with waiting time. METHODOLOGY: Prospective, observational study. SETTING: Hospital de Figueres Emergency Department (Girona, Spain). STUDY VARIABLES: sociodemographic characteristics, satisfaction level, real and perceived waiting time for triage and being seen by a physician. RESULTS: A total of 285 responses were received from patients and companions. The mean age of the patients and companions (n=257) was 54.6years (SD=18.3). The mean overall satisfaction (n=273) was 7.6 (SD=2.2). Lower perceived waiting time until nurse triage was related to higher overall satisfaction (Spearman rho (ρ)=-0.242, P<.001), and lower perceived waiting time until being seen by physician, with a higher overall satisfaction (ρ=-0.304; P<.001). Users who were informed about estimated waiting time showed higher satisfaction than those who were not informed (P=.001). CONCLUSIONS: Perceived waiting time and the information about estimated waiting time determined overall satisfaction.
OBJECTIVE: To evaluate patient and companion satisfaction of a hospital Emergency Department and its relationship with waiting time. METHODOLOGY: Prospective, observational study. SETTING: Hospital de Figueres Emergency Department (Girona, Spain). STUDY VARIABLES: sociodemographic characteristics, satisfaction level, real and perceived waiting time for triage and being seen by a physician. RESULTS: A total of 285 responses were received from patients and companions. The mean age of the patients and companions (n=257) was 54.6years (SD=18.3). The mean overall satisfaction (n=273) was 7.6 (SD=2.2). Lower perceived waiting time until nurse triage was related to higher overall satisfaction (Spearman rho (ρ)=-0.242, P<.001), and lower perceived waiting time until being seen by physician, with a higher overall satisfaction (ρ=-0.304; P<.001). Users who were informed about estimated waiting time showed higher satisfaction than those who were not informed (P=.001). CONCLUSIONS: Perceived waiting time and the information about estimated waiting time determined overall satisfaction.