Impact of Patient and Family Communication in a Pediatric Emergency Department on Likelihood to Recommend

Johnson, Mary Beth; Castillo, Edward M.; Harley, James; Guss, David A.

doi:10.1097/pec.0b013e3182494c83

Cited by 21 publications

(25 citation statements)

References 23 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Active communication with healthcare providers regarding the medical service process might help visitors to perceive their waiting time as shorter. For example, communication and relationships with healthcare providers were the most significant predictors of satisfaction with services in the ED across settings (Crow et al, 2002) and patients who had successful communication with the doctors about the reasons for admission and who were given test results regarding their admission were more satisfied with healthcare service in the ED (Downey & Zun, 2010;Johnson, Castillo, Harley, & Guss, 2012;Locke, Stefano, Koster, Taylor, & Greenspan, 2011). The attitudes of healthcare providers toward the patient also might play a role in influencing satisfaction.…”

Section: Discussionmentioning

confidence: 99%

Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Son

Yom

2016

Japan Journal Nursing Sci

View full text Add to dashboard Cite

show abstract

Section: Discussionmentioning

confidence: 99%

Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Son

Yom

2016

Japan Journal Nursing Sci

View full text Add to dashboard Cite

show abstract

“…The literature suggests that ED teamwork correlates highly with patient satisfaction. 8,9 Despite this fact, questions about residents are traditionally not included in these surveys even though residents are a key component of the ED team, have direct interaction with patients, and directly provide patient care. Few institutions currently include questions related to trainees, while none include a resident-specific section in the Press Ganey survey instrument.…”

Section: Importancementioning

confidence: 99%

Measuring the Correlation Between Emergency Medicine Resident and Attending Physician Patient Satisfaction Scores Using Press Ganey

Lang

Weygandt

Darling

et al. 2017

AEM Education and Training

View full text Add to dashboard Cite

Objective: The purpose of this study was to assess the relationship between emergency medicine (EM) resident and attending physician patient satisfaction scores. Methods:We added four resident questions to the standard Press Ganey survey used at a large, urban, university hospital with a PGY-1 to -4 EM residency. The resident questions were identical to the traditional attending questions. Press Ganey distributed the modified survey to a random sample of 30% of discharged patients. We assessed the correlation between resident and attending top-box Press Ganey scores using Pearson's coefficients. Two-tailed two-sample comparisons of proportions were used to compare top-box responses between residents and attendings.Results: From September 1, 2012, to August 31, 2015, a total of 66,216 patients received surveys, and 7,968 responded, resulting in a 12.03% response rate, similar to Press Ganey survey response rate at comparable peer institutions. Patients were able to discriminate between residents and attendings; however, 751 surveys did not contain responses for residents, resulting in a total number of 6,957. All 64 of the EM residents had a minimum of 5 or more surveys returned. There was a high degree of correlation between resident and attending top-box scores with correlation coefficients ranging from 0.75 to 0.80. However, the proportion of top-box scores was consistently higher for residents (p < 0.05).Conclusions: There is a high degree of correlation between resident and attending top-box scores on Press Ganey surveys, with residents scoring slightly higher than attendings. The addition of resident questions to the standard Press Ganey survey does not appear to decrease overall attending scores.

show abstract

“…Providing real-time realistic information about wait times and providing reasons for delays could also improve patient satisfaction with wait time 5 6 18 20 21. Shaikh et al 22 have shown that most respondents would prefer a display with a time tracker to provide information about their wait time when visiting the emergency department.…”

Section: Discussionmentioning

confidence: 99%

Tracking surgical day care patients using RFID technology

2015

View full text Add to dashboard Cite

ObjectiveMeasure wait times, characterise current information flow and define requirements for a technological information system that supports the patient's journey.DesignFirst, patients were observed during eight random weekdays and the durations of actions performed at each phase of the surgical trajectory were measured. Patients were grouped into patients receiving general anaesthesia or local (or topical) anaesthesia. Second (active) Radio Frequency IDentification (RFID) technology was installed and patients were tracked during 52 weekdays. Length of hospital stay, length of stay and wait times per phase, and differences in wait times between the two types of administered anaesthesia were analysed. Third, interviews were conducted to characterise the current information flow between staff, and between staff and escorts (patients’ family/friends escorting them throughout their journey).ResultsObservations (198 patients) showed that the average duration of actions for general anaesthesia patients took longer than for local anaesthesia patients, especially at the recovery phase (general anaesthesia: 0h16, local anaesthesia: 0h01).RFID tracking (622 patients): Significant differences were seen for wait times between general and local anaesthesia patients at: preoperative ward (p=0.014), recovery (p<0.001) and postoperative ward (p<0.001). The average percentage of wait time during the entire hospital stay ranged from 64% to 68% (with variation in groups being substantial).Interviews (30 escorts, 9 ward nurses and 8 holding/recovery nurses): Escorts did not use the current information system and ward nurses indicated problems with exchanging information concerning bringing/picking up patients to/from the holding/recovery that resulted in unnecessary wait times for some patients (mainly local anaesthesia patients).ConclusionsMost time spent in hospital is wait time. A Patient Tracking System was designed to automatically display the phase in which a patient is in. It provides transparency for patients and staff in the surgical trajectory and is expected to reduce intermittent communication, improve patient flow, reduce wait times and improve patient and staff satisfaction.

show abstract

Impact of Patient and Family Communication in a Pediatric Emergency Department on Likelihood to Recommend

Abstract: This study demonstrates that keeping patients and their families informed has a more positive effect on patient satisfaction than any other variable studied even in the setting of increased census and wait times.

Cited by 21 publications

References 23 publications

Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

Measuring the Correlation Between Emergency Medicine Resident and Attending Physician Patient Satisfaction Scores Using Press Ganey

Tracking surgical day care patients using RFID technology

Contact Info

Product

Resources

About