Grissom Maureen O, Farra Morgan, Cruzen Eric S, Barlow Erin, Gupta Sanjey
Department of Emergency Medicine South Shore University Hospital-Northwell Bay Shore New York USA.
Department of Behavioral and Social Sciences University of Houston College of Medicine Houston Texas USA.
J Am Coll Emerg Physicians Open. 2021 Apr 29;2(2):e12436. doi: 10.1002/emp2.12436. eCollection 2021 Apr.
The current study explored improved patient satisfaction scores at a single emergency department (ED) during the early phase of the COVID-19 pandemic (March to May 2020).
A mixed-methods design, integrating qualitative and quantitative data analyses, was employed to explore a total of 289 patient satisfaction survey ratings and 421 comments based on care that took place in the ED during the initial phase of the COVID-19 epidemic. This allowed for comparisons to a more typical time period in the ED along with the emergence of novel categories of influence.
The ED census was 31% lower during 2020 (COVID-19) than the previous year, and a significantly greater percentage of patients in 2020 indicated that they would "definitely recommend" the ED compared with 2019. Wait time was mentioned in >40% of dissatisfied patient comments in 2019 but <20% of dissatisfied patient comments in 2020. General negative comments were proportionately greater than general positive comments in 2019, whereas in 2020 the reverse pattern held. Other categories did not differ significantly across 2019 and 2020.
The general circumstances surrounding the early stages of the COVID-19 pandemic included a lower census in the ED and higher reported satisfaction among patients. A comparison of the content of patient comments revealed less concern about wait times and a more positive overall view toward receiving care during the first 3 months of the pandemic.
本研究探讨了在2019冠状病毒病大流行早期（2020年3月至5月）一家急诊科患者满意度评分的改善情况。
采用混合方法设计，整合定性和定量数据分析，以探讨在2019冠状病毒病流行初期急诊科进行的护理的289份患者满意度调查评分和421条评论。这使得可以与急诊科更典型的时间段进行比较，并出现新的影响类别。
2020年（2019冠状病毒病期间）急诊科的普查人数比上一年低31%，与2019年相比，2020年有显著更高比例的患者表示他们“肯定会推荐”该急诊科。2019年超过40%的不满意患者评论提到了等待时间，而2020年这一比例不到20%。2019年负面总体评论的比例高于正面总体评论，而2The general circumstances surrounding the early stages of the COVID-19 pandemic included a lower census in the ED and higher reported satisfaction among patients. A comparison of the content of patient comments revealed less concern about wait times and a more positive overall view toward receiving care during the first 3 months of the pandemic.020年则相反。2019年和2020年其他类别没有显著差异。
2019冠状病毒病大流行早期的总体情况包括急诊科普查人数减少以及患者报告的满意度提高。对患者评论内容的比较显示，在大流行的前三个月，对等待时间的担忧减少，对接受护理的总体看法更积极。
