Rutherford Kim A, Pitetti Raymond D, Zuckerbraun Noel S, Smola Susan, Gold Melanie A
Division of Emergency Medicine, Children's Hospital of Pittsburgh at UPMC, Pittsburgh, PA, USA.
Pediatr Emerg Care. 2010 Apr;26(4):257-73. doi: 10.1097/pec.0b013e3181d6da09.
To measure adolescents' perceived overall satisfaction with health care in a pediatric emergency department (PED), identify key factors that contributed to satisfaction, and determine how these factors interacted with length of stay (LOS) and triage acuity.
Prospective observational design with a convenience sample of 100 adolescents 13 to 21 years old recruited from the PED between February and June 2007. Participants completed a self-administered 27-item written survey with closed and open-ended items.
Survey response rate was 99%. Respondents completed the survey in a mean time of 6.6 minutes (range, 3-12 minutes; SD, 2.0 minutes). Most (95%) reported being satisfied with their overall PED experience, and 91% would recommend the PED to other adolescents. Interpersonal communication and respect correlated significantly with respondents' overall satisfaction. There were no statistically significant differences in overall satisfaction rates by sex, age, socioeconomic status, or ethnicity, or by LOS, triage acuity score, or hospital admission. Most (94%) answered a qualitative survey item that asked how their PED care could be improved with 4 distinct responses: no changes necessary, enhance interpersonal communication, improve comfort of stay, and shorten LOS.
Adolescents expressed high levels of satisfaction with their overall PED experience at our institution. Interpersonal communication and respect highly correlated with overall satisfaction. A multicenter study using a similar self-administered survey would further support the relationship between key factors and PED adolescent satisfaction. Utilization of a self-administered survey for adolescent research is feasible in the PED and could be used to improve quality control measures for adolescent care.
评估青少年对儿科急诊科（PED）医疗服务的总体满意度，确定影响满意度的关键因素，并确定这些因素如何与住院时间（LOS）和分诊 acuity 相互作用。
采用前瞻性观察设计，于2007年2月至6月从PED招募了100名13至21岁的青少年作为便利样本。参与者完成了一份自我管理的27项书面调查问卷，包括封闭式和开放式问题。
调查回复率为99%。受访者完成调查的平均时间为6.6分钟（范围3 - 12分钟；标准差2.0分钟）。大多数（95%）表示对他们在PED的总体体验感到满意，91%会向其他青少年推荐该PED。人际沟通和尊重与受访者的总体满意度显著相关。按性别、年龄、社会经济地位、种族、住院时间、分诊 acuity 评分或住院情况划分的总体满意度率没有统计学上的显著差异。大多数（94%）回答了一个定性调查项目，该项目询问如何改进他们在PED的护理，有4种不同的回答：无需改变、加强人际沟通、提高住院舒适度和缩短住院时间。
青少年对我们机构的PED总体体验表示高度满意。人际沟通和尊重与总体满意度高度相关。使用类似的自我管理调查问卷进行多中心研究将进一步支持关键因素与PED青少年满意度之间的关系。在PED中使用自我管理调查问卷进行青少年研究是可行的，可用于改进青少年护理的质量控制措施。
