2.50
Hdl Handle:
http://hdl.handle.net/10755/198335
Title:
Emergency Department Observation Units Impact on Patient Satisfaction
Abstract:
[ENA Annual Conference 2011 - Evidence-based Practice Presentation]Emergency Department Observation Units Impact on Patient Satisfaction

Purpose: Patient satisfaction is a long standing metric used by hospitals to evaluate the overall quality of care in the emergency department (ED). Hospitals often use contracted third parties, such as Press Ganey, to randomly survey patients to derive the actual score. The impact of an Emergency Department Observation Unit (EDOU) on patient satisfaction has not been reported to date. We hypothesize that an EDOU will have a positive impact on the overall patient satisfaction results as measured by Press Ganey.
Design: Retrospective observational analysis with both historical and concurrent control.

Setting: An urban academic level 1 trauma and tertiary care hospital ED with an average annual census of 70,000 visits.

Participants/Subjects: Adult patients presenting over an 8 year period from July 2002 to July 2010 who were treated in the Emergency Department and the Emergency Department Observation Unit who received random surveys mailed by Press Ganey.

Methods: This is a retrospective observational analysis of Press Ganey scores collected for 8 quarters prior to the opening of a 13 bed EDOU and compared to 8 quarters post-EDOU opening. The facility, physician staffing, nursing, wait times, and ED throughput indicators all remained the same during this period. Mean values and a 95% confidence interval are reported and statistical significance is calculated using a T-test. Significance is defined as a p-value < 0.05.

Results/Outcomes: The mean overall Press Ganey scores rose by 11%. Closer analysis shows pre-EDOU was 75.2 (CI95 74.2-76.2) and post-EDOU was 81.2(CI95 79.4-82.1) which is statistically significant (p=0.02). 8 of 9 scoring categories increased post-EDOU. Other than the category for physician scores, all other mean values were higher for the EDOU in the subcategories.

Implications: While increasing patient satisfaction scores in the ED can be very challenging, the use of an EDOU can have a positive impact on the patient’s experience. The introduction of an emergency department observation unit appears to be associated with a statistical improvement in patient satisfaction scores as reported by Press Ganey, in the setting of same facility, physician staffing, and nursing staffing.







Repository Posting Date:
21-Dec-2011
Date of Publication:
21-Dec-2011

Full metadata record

DC FieldValue Language
dc.titleEmergency Department Observation Units Impact on Patient Satisfactionen_GB
dc.identifier.urihttp://hdl.handle.net/10755/198335-
dc.description.abstract[ENA Annual Conference 2011 - Evidence-based Practice Presentation]Emergency Department Observation Units Impact on Patient Satisfaction<br/><br/>Purpose: Patient satisfaction is a long standing metric used by hospitals to evaluate the overall quality of care in the emergency department (ED). Hospitals often use contracted third parties, such as Press Ganey, to randomly survey patients to derive the actual score. The impact of an Emergency Department Observation Unit (EDOU) on patient satisfaction has not been reported to date. We hypothesize that an EDOU will have a positive impact on the overall patient satisfaction results as measured by Press Ganey.<br/>Design: Retrospective observational analysis with both historical and concurrent control. <br/><br/>Setting: An urban academic level 1 trauma and tertiary care hospital ED with an average annual census of 70,000 visits. <br/><br/>Participants/Subjects: Adult patients presenting over an 8 year period from July 2002 to July 2010 who were treated in the Emergency Department and the Emergency Department Observation Unit who received random surveys mailed by Press Ganey. <br/><br/>Methods: This is a retrospective observational analysis of Press Ganey scores collected for 8 quarters prior to the opening of a 13 bed EDOU and compared to 8 quarters post-EDOU opening. The facility, physician staffing, nursing, wait times, and ED throughput indicators all remained the same during this period. Mean values and a 95% confidence interval are reported and statistical significance is calculated using a T-test. Significance is defined as a p-value < 0.05.<br/><br/>Results/Outcomes: The mean overall Press Ganey scores rose by 11%. Closer analysis shows pre-EDOU was 75.2 (CI95 74.2-76.2) and post-EDOU was 81.2(CI95 79.4-82.1) which is statistically significant (p=0.02). 8 of 9 scoring categories increased post-EDOU. Other than the category for physician scores, all other mean values were higher for the EDOU in the subcategories.<br/><br/>Implications: While increasing patient satisfaction scores in the ED can be very challenging, the use of an EDOU can have a positive impact on the patient’s experience. The introduction of an emergency department observation unit appears to be associated with a statistical improvement in patient satisfaction scores as reported by Press Ganey, in the setting of same facility, physician staffing, and nursing staffing.<br/><br/><br/><br/><br/><br/><br/><br/>en_GB
dc.date.available2011-12-21T12:46:08Z-
dc.date.issued2011-12-21T12:46:08Z-
dc.date.accessioned2011-12-21T12:46:08Z-
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