What can COVID‐19 teach us about patient satisfaction in the emergency department? A mixed‐methods approach

Grissom, Maureen; Farra, Morgan; Cruzen, Eric; Barlow, Erin; Gupta, Sushilkumar Satish

doi:10.1002/emp2.12436

Cited by 11 publications

(10 citation statements)

References 17 publications

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“…The differences were established to be a result of telemedicine [25], which is not the case in the present study. Another study, however, reported significantly less dissatisfied comments about wait time in ED [26]. The shortest length of the wait was 0 min which correlated with the red triage category, meaning the highest priority and immediate admission and treatment.…”

Section: Discussionmentioning

confidence: 87%

The impact of the COVID-19 pandemic on alcohol-related emergency department visits in a large European city

Cholerzyńska

Zasada²,

Konieczka³

et al. 2022

Medical Research Journal

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Introduction:The COVID-19 (Coronavirus infectious disease 2019) pandemic has caused global behavioural changes due to the need to remain in quarantine by large groups of the population. Earlier work on the effects of other epidemics on the human psyche has revealed a possible increase in the number of people who abuse alcohol as a method of coping with mental stress. Despite this, the studies on the COVID-19 pandemic have not shown a clear correlation between lockdowns and quarantines and an increase in alcohol consumption. This study focused on examining the impact of the pandemic on the number of alcohol-related attendances in the Emergency Department in Poznan (Poland). Material and methods:The periods of one year before the pandemic (control trial) and the first year of the COVID-19 pandemic (study group) were analysed retrospectively using the data of ED patients who were under the documented influence of alcohol. Total number, alcohol concentration, waiting time for a medical examination, the patient's aggressive behaviour, length of stay in the ED, the need for additional examinations, suturing wounds or endotracheal intubation were analysed.Results: 954 patients were identified, which constituted 2.9% of all patients admitted to the ED during this period (the total number of patients admitted was 33510). During the control period, the total number of ED admissions was 30388 and 794 (2.6%) of them were in the control group. The median body alcohol concentration was 2.6%%. It has been shown that during the pandemic more women and fewer men under the influence of alcohol were admitted to the ED (212 (22.2%) females and 742 (77.8%) males) than in the pre-pandemic period [135 (17.0%) females and 659 (83.0%) males]. Additional examinations were performed less frequently (84.1% vs. 73.9%; p = 0.00000) and patients were admitted to other departments more often (25.7% vs. 40.9%; p = 0.00000). Other examined parameters did not change significantly. Conclusions:The study shows an increase in the number of patients under the influence of alcohol during the pandemic presenting to the ED and a noticeable change in management patterns' variables such as shorter LOW, fewer performed laboratory tests and more admissions to wards. However, this data requires further analysis and comparison with studies from other centres to draw more general conclusions.

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Section: Discussionmentioning

confidence: 87%

The impact of the COVID-19 pandemic on alcohol-related emergency department visits in a large European city

Cholerzyńska

Zasada²,

Konieczka³

et al. 2022

Medical Research Journal

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“…Although not necessarily reflecting the actual quality or standard of clinical services, patient satisfaction is a popular tool to measure quality of health care services 14 , 15 . A patient survey in the emergency department in New York revealed generally higher level of satisfaction among their attendees during the COVID pandemic compared to the preceding years 16 .…”

Section: Discussionmentioning

confidence: 99%

A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK

Ahmad¹,

Watson²,

Ahmed³

et al. 2022

Wellcome Open Res

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Background: The perspectives and experiences of people hospitalised with COVID-19 have been under-reported during the coronavirus pandemic. We developed and conducted a COVID-19 patient satisfaction survey in a large university-affiliated secondary healthcare centre in Liverpool, UK, during Europe’s first coronavirus wave (April-June 2020). The survey found that care was rated highly, including among people of Black Asian and Minority Ethnic (BAME) backgrounds. However, sleep-quality and communication about medications and discharge-planning were identified as areas for improvement. Methods: To improve care for people with COVID-19 admitted to our centre, we designed an educational package for healthcare professionals working on COVID-19 wards. The package, implemented in August 2020, included healthcare worker training sessions on providing holistic care and placement of “Practice Pointers” posters. Patient satisfaction was re-evaluated during the second/third COVID-19 waves in Liverpool (September 2020 - February 2021). Results: Across waves, most (95%) respondents reported that they would recommend our hospital to friends and/or family and rated overall care highly. Comparison of the responses of second/third-wave respondents (n=101) with first-wave respondents (n=94) suggested improved patient satisfaction across most care domains but especially those related to having worries and fears addressed and being consulted about medications and their side-effects. Conclusions: People admitted with COVID-19 to our centre in Liverpool, including those from BAME backgrounds, rated the care they received highly. A simple education package improved the feedback on care received by respondents between the first and second/third waves. These UK-first findings are informing regional strategies to improve person-centred care of hospitalised people with COVID-19.

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“…Studies exploring the relationship between COVID-19 and patient satisfaction in the emergency department have tended to compare the overall patient satisfaction levels before and during the pandemic (15,16). In contrast, the present study compares the satisfaction levels of patients treated in the COVID-19 designated area and those treated in the clean area in the emergency department during the pandemic, and is, to the best of our knowledge, the first study to take this approach.…”

Section: Discussionmentioning

confidence: 99%

Acil Serviste COVID-19 Hastaları ile COVID-19 Harici Hastaların Memnuniyet Düzeylerinin Karşılaştırılması

et al. 2022

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Amaç: Acil serviste hasta memnuniyeti sunulan sağlık hizmetinin bir göstergesidir. Pandemiyle birlikte sağlık çalışanlarının iş yükünün ve stresinin artması hasta bakım kalitesini, dolayısıyla hasta memnuniyetini etkileyebilir. Bu çalışma acil serviste COVID-19’lu hastalar ile COVID-19 harici hastaların memnuniyet düzeylerini karşılaştırmaktadır. Araçlar ve Yöntem: Bu çalışma prospektif, gözlemsel bir anket çalışmasıdır. Brief emergency patient satisfaction scale (BEPSS) kullanılarak hastaların memnuniyet düzeyleri belirlenmiştir. Bulgular: COVID-19 hastalarının memnuniyet düzeyleri COVID-19 harici hastalara göre anlamlı şekilde yüksek olup bekleme süreleri ise tam tersine oldukça kısa bulunmuştur. COVID-19 harici hastalarda triaj kategorisinin memnuniyet üzerinde etki olmadığı ancak COVID-19 hastalarında yeşil triaj kodlu hastaların memnunitet düzeylerinin sarı ve kırmızı triaj kodlu hastalardan anlamlı şekilde düşük olduğu görüldü. Sonuç: COVID-19 hastalarının memnuniyet düzeyleri COVID-19 harici hastalardan yüksek bulundu. Bu durumCOVID-19 hastalarının bekleme sürelerinin kısa olmasından kaynaklanıyor gibi durmaktadır.

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What can COVID‐19 teach us about patient satisfaction in the emergency department? A mixed‐methods approach

Cited by 11 publications

References 17 publications

The impact of the COVID-19 pandemic on alcohol-related emergency department visits in a large European city

The impact of the COVID-19 pandemic on alcohol-related emergency department visits in a large European city

A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK

Acil Serviste COVID-19 Hastaları ile COVID-19 Harici Hastaların Memnuniyet Düzeylerinin Karşılaştırılması

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