Satisfaction with emergency department service among non‐English‐speaking background patients

Abstract

The NESB patients were significantly less satisfied than the ESB patients with the ED service. Use of an interpreter improved the NESB patients' level of satisfaction. Further research is required to examine what NESB patients' expectations of ED service are.

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

“…Other contributing factors include varied cultural and socioeconomic backgrounds of patients (Mahmoud et al . , Parsons et al . ).…”

Patients’ Satisfaction with Medical Emergency Services in Iran from 2000 to 2017: A Systematic Review and Meta-Analysis

“…In Australia, this rate was reported 95.1% in English speaking patients and 90.5% in non-English speaking patients. In the current study, employment of translators improved the level of satisfaction with healthcare services in emergency department (12). In recent years, a number of studies were conducted to assess the satisfaction of the patients referred to the emergency department in the Iranian hospitals.…”

“…The results of the study showed that the patients' satisfaction with emergency services in Iran was 70.52%. The level of satisfaction in some countries such as Turkey, Australia, and Pakistan was 91.2%, 95.1%, and 84.6%, respectively (11,12,45).…”

“…Language barriers as well as cultural and ethnic factors can be considered as the possible causes of this difference. These factors play an important role in the interaction between the patients and the healthcare providers (12). Such factors, on the whole, lead to an increase in the waiting time and the patients' stay and, ultimately, reduce the healthcare services quality (56,57).…”

Migrants' and professionals' views on culturally sensitive pre-hospital emergency care

“…Patients who did not speak the predominant language of the country in which they received emergency care were less satisfied with the courtesy and respect received compared to patients who did speak the predominant language (Carrasquillo et al, 1999), or they rated their emergency department provider as less friendly and less concerned for them as a person (Baker et al, 1998). A study conducted in Australia showed a greater dissatisfaction among non-English speaking patients compared to English speaking patients (Mahmoud et al, 2014). This study also confirmed that the use of an interpreter service improved the patients' levels of satisfaction.…”