Effect of emergency department information on patient satisfaction.

STUDY HYPOTHESIS

Patient satisfaction with emergency department care is enhanced by information distributed to patients on ED arrival.

PARTICIPANTS AND SETTING

A convenience sample of 200 alert, English-speaking, adult ED patients.

DESIGN AND INTERVENTION

ED information was distributed on alternate days to all ED patients. The ED information described ED function and patient evaluation time. Patients not receiving ED information served as controls. A research assistant administered a satisfaction questionnaire to all patients immediately after discharge.

MEASUREMENTS AND MAIN RESULTS

Patients who received ED information rated their overall satisfaction higher than did the control group (P < .0001). Other items rated significantly higher were physician skill and competence (P = .0112), physician concern and caring (P = .0062), whether the patient would use the same ED again (P < .0001), appropriateness of ED time (P = .01), information received (P < .0001), ability of staff to decrease anxiety (P < .0001), physician's explanation of illness and treatment (P = .0366), and ease and convenience of care (P = .0014).

CONCLUSION

ED information has a significant effect on patients' perceptions of the quality of care and overall satisfaction.