Care of patients in emergency department waiting rooms – an integrative review

Innes, Kelli; Jackson, Debra; Plummer, Virginia; Elliott, Doug

doi:10.1111/jan.12719

Cited by 22 publications

(22 citation statements)

References 42 publications

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“…Similarly, Burström, Starrin, Engström, and Thulesius (2013) observed that giving information about the approximate waiting time and the attitudes of the staff were important aspects with regard to patient satisfaction. Along the same lines, in a literature review, Innes, Jackson, Plummer, and Elliott (2015) highlighted the importance of communicating the waiting times in emergency departments.…”

Section: Discussionmentioning

confidence: 98%

Factors associated with patients’ and companions’ satisfaction with a hospital emergency department: A descriptive, cross‐sectional study

2019

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Aim The aim was to study the level of satisfaction with an emergency department and to identify the factors associated with satisfaction. Design This research consisted of a descriptive, cross‐sectional study. Methods The study population was composed of patients and companions who visited the emergency department during a three‐month period. The patients were selected randomly from the register of visits to the emergency department during the period of study. Sociodemographic variables and variables related to the attention received were studied through questionnaires (response rate 33%). Results Older age was associated with greater satisfaction ( p = 0.002), as was female sex ( p = 0.013) and greater optimism ( p < 0.001). Greater control of pain was a factor associated with satisfaction ( p = 0.033), as was the perception of a shorter waiting time before the medical visit ( p < 0.001).

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Section: Discussionmentioning

confidence: 98%

Factors associated with patients’ and companions’ satisfaction with a hospital emergency department: A descriptive, cross‐sectional study

2019

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“…Published literature on consumer preferences indicates that improved communications and expectation setting are important for improved customer satisfaction. 9,10 Providing accurate information on the estimated wait may be one way to alter patients' expectations of and tolerance for wait time, and thus change the rate of patients leaving.…”

Section: Discussionmentioning

confidence: 99%

A comparative study of patient characteristics, opinions, and outcomes, for patients who leave the emergency department before medical assessment

Fraser

Atkinson

Gedmintas

et al. 2016

CJEM

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Objective: The emergency department (ED) left-withoutbeing-seen (LWBS) rate is a performance indicator, although there is limited knowledge about why people leave, or whether they seek alternate care. We studied characteristics of ED LWBS patients to determine factors associated with LWBS. Methods: We collected demographic data on LWBS patients at two urban hospitals. Sequential LWBS patients were contacted and surveyed using a standardized telephone survey. A matched group of patients who did not leave were also surveyed. Data were analysed using the Fisher exact test, chi-square test, and student t-test. Results: The LWBS group (n = 1508) and control group (n = 1504) were matched for sex, triage category, recorded wait times, employment and education, and having a family physician. LWBS patients were younger, more likely to present in the evening or at night, and lived closer to the hospital. A long wait time was the most cited reason for leaving (79%); concern about medical condition was the most common reason for staying (96%). Top responses for improved likelihood of waiting were shorter wait times (LWBS, 66%; control, 31%) and more information on wait times (41%; 23%). A majority in both groups felt that their condition was a true emergency (63%; 72%). LWBS patients were more likely to seek further health care (63% v. 28%; p < 0.001) and sooner (median time 1 day v. 2-4 days; p = 0.002). Among patients who felt that their condition was not a true emergency, the top reason for ED attendance was the inability to see their family doctor (62% in both groups). Conclusion: LWBS patients had similar opinions, experiences, and expectations as control patients. The main reason for LWBS was waiting longer than expected. LWBS patients were more likely to seek further health care, and did so sooner. Patients wait because of concern about their health problem. Shorter wait times and improved communication may reduce the LWBS rate. RÉSUMÉContexte: Le taux de départ sans examen médical (DSEM) au service des urgences (SU) est un indicateur de performance, mais on en connaît bien peu sur les raisons qui poussent les patients à partir ou sur la recherche ou non de formules de rechange. L'étude visait donc à caractériser les malades qui partent sans avoir été examinés afin de déterminer les facteurs associés au phénomène. Méthode: Il y a eu collecte de données démographiques sur les malades qui sont partis sans avoir été examinés dans deux hôpitaux urbains. On a communiqué avec ceux-ci en ordre séquentiel et l'on a procédé à une enquête téléphonique à l'aide d'un questionnaire uniforme. Par ailleurs, un groupe apparié de patients qui sont restés au SU ont également été soumis à l'enquête. Les données recueillies ont été analysées à l'aide de la méthode exacte de Fisher, du test du chi carré et du test de Student. Résultats: Le groupe de DSEM (n = 1508) et le groupe témoin (n = 1504) ont été appariés en fonction du sexe, de la catégorie de triage, du temps d'attente enregistré, de l'emploi, du degré d'instruction et d...

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“…The nurse in this role provides care for patients in the ED waiting room after triage. Aims of the role are to assess and monitor the condition of patients' in the ED waiting room, commence interventions early, detect clinical deterioration and improve communication between patients, families and staff [10].…”

Section: Introductionmentioning

confidence: 99%

Emergency department waiting room nurse role: A key informant perspective

Innes

Jackson

Plummer

et al. 2017

Australasian Emergency Nursing Journal

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Care of patients in emergency department waiting rooms – an integrative review

Abstract: Generalisations and practice recommendations are limited due to the lack of available literature. Further research is required to evaluate the impact emergency department waiting room roles have on patient outcomes and staff perspectives.

Cited by 22 publications

References 42 publications

Factors associated with patients’ and companions’ satisfaction with a hospital emergency department: A descriptive, cross‐sectional study

Factors associated with patients’ and companions’ satisfaction with a hospital emergency department: A descriptive, cross‐sectional study

A comparative study of patient characteristics, opinions, and outcomes, for patients who leave the emergency department before medical assessment

Emergency department waiting room nurse role: A key informant perspective

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