Objectives The non‐standard emergency medicine services and the limited utilisation of primary care providers in the Philippines may contribute towards the ED being a preferred area for patients with non‐urgent conditions. Our study aims to determine the factors associated with non‐urgent consultations in the ED of a tertiary hospital in the Philippines. Methods From 7 January to 15 February 2020, we surveyed non‐urgent ED patients (n = 757) presenting to a tertiary hospital in the Philippines. We evaluated the data using descriptive statistics, while chi‐squared and multivariate analyses versus urgent ED patients (n = 281) were used to show the association of factors. Results Our recruited non‐urgent patients were mostly 21–40 years old (n = 576 [76%]), single (n = 437 [58%]), with full‐time employment (n = 654 [86%]), have Health Maintenance Organization coverage (n = 684 [90%]), self‐referred (n = 498 [66%]), and have private means of getting to ED (n = 414 [55%]). They had moderate scores of social support‐seeking behaviours (mean 3.92/5; 95% confidence interval [CI] 3.88–3.96), health literacy (mean 3.58/5; 95% CI 3.56–3.61), self‐efficacy (mean 3.09/5; 95% CI 3.56–3.61), whereas their ED access score (mean 4.10/5; 95% CI 4.06–4.14) was high. They had moderate self‐assessed severity (mean 3.75/6; 95% CI 3.70–3.80), urgency (mean 3.83/6; 95% CI 3.78–3.88), and anxiety (mean 3.88/6; 95% CI 3.83–3.93) scores and high ED satisfaction rating (mean 4.73/6; 95% CI 4.69–4.77). They mostly had digestive (n = 203 [26.8%]) and infection‐related (n = 172 [22.7%]) chief complaints and final diagnoses (n = 198 [26.2%] and n = 145 [19.2%], respectively), without previous consultations (n = 577 [76%]), and eventually discharged (n = 755 [99%]). Our urgent patients had similar characteristics, but with higher assessed patient severity, urgency, anxiety and satisfaction with ED services (P < 0.001). Conclusion Non‐urgent consultations in ED are attributed to multiple factors encompassing socio‐demographic, socio‐economic and psychosocial dimensions. These factors must be considered in improving the current healthcare management system for the appropriate utilisation of ED in the Philippines.

Patient perception and the organizational and safety culture of health professionals are an indirect indicator of the quality of care. Both patient and health professional perceptions were evaluated, and their degree of coincidence was measured in the context of a mutual insurance company (MC Mutual). This study was based on the secondary analysis of routine data available in databases of patients’ perceptions and professionals’ evaluations of the quality of care provided by MC Mutual during the period 2017–2019, prior to the COVID-19 pandemic. Eight dimensions were considered: the results of care, coordination of professionals, trust-based care, clinical and administrative information, facilities and technical means, confidence in diagnosis, and confidence in treatment. The patients and professionals agreed on the dimension of confidence in treatment (good), and the dimensions of coordination and confidence in diagnosis (poor). They diverged on confidence in treatment, which was rated worse by patients than by professionals, and on results, information and infrastructure, which were rated worse by professionals only. This implies that care managers have to reinforce the training and supervision activities of the positive coincident aspects (therapy) for their maintenance, as well as the negative coincident ones (coordination and diagnostic) for the improvement of both perceptions. Reviewing patient and professional surveys is very useful for the supervision of health quality in the context of an occupational mutual insurance company.