Document Detail

Emergency department personnel accuracy at estimating patient satisfaction.
MedLine Citation:
PMID:  10903455     Owner:  NLM     Status:  MEDLINE    
We investigated the congruence between emergency department (ED) personnel estimations of patient satisfaction and actual patient satisfaction. Actual patient satisfaction was assessed via telephone interview. Before the findings were disseminated, ED personnel were asked to "predict" the results by estimating the average rating they believed patients gave for each of the 22 indicators. Surveys were obtained from 478 of 1,139 (42.1%) patients and 59 of 76 (77.6%) ED personnel. ED personnel consistently estimated average satisfaction scores to be significantly lower than what patients actually reported across 19 of the 22 indicators. ED personnel grossly overestimated average patient length of stay (LOS) (5.7 h vs. 3.5 h actual). Results suggest that ED personnel consistently estimated patients to be less satisfied than they actually were across multiple domains. Moreover, ED personnel estimated average LOS to be more than 2 h longer than patients' actual LOS. Hypotheses for why this bias occurred are discussed.
E D Boudreaux; R Ary; C Mandry
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Publication Detail:
Type:  Journal Article    
Journal Detail:
Title:  The Journal of emergency medicine     Volume:  19     ISSN:  0736-4679     ISO Abbreviation:  J Emerg Med     Publication Date:  2000 Aug 
Date Detail:
Created Date:  2000-09-20     Completed Date:  2000-09-20     Revised Date:  2004-11-17    
Medline Journal Info:
Nlm Unique ID:  8412174     Medline TA:  J Emerg Med     Country:  UNITED STATES    
Other Details:
Languages:  eng     Pagination:  107-12     Citation Subset:  IM    
Louisiana State University School of Medicine, Earl K. Long Medical Center, Baton Rouge 70805, USA.
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MeSH Terms
Attitude of Health Personnel
Bias (Epidemiology)
Confounding Factors (Epidemiology)
Emergency Service, Hospital / manpower*,  standards,  statistics & numerical data
Length of Stay / statistics & numerical data
Medical Staff, Hospital / psychology*,  statistics & numerical data
Nursing Staff, Hospital / psychology*,  statistics & numerical data
Patient Satisfaction / statistics & numerical data*
Quality Indicators, Health Care

From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine

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