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Comparison of mailed vs. on-site emergency department patient satisfaction surveys.

Content Provider	World Health Organization (WHO)-Global Index Medicus
Author	Yarris, Lalena M. Fu, Rongwei Duby, Rebecca Frakes, Brooke Brooks, Heather Norton, Robert L.
Description	Author Affiliation: Yarris LM ( Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.); Fu R ( Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon); Duby R ( Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.); Frakes B ( Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.); Brooks H ( ICON Clinical Research, USA.); Norton RL ( Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.)
Abstract	BACKGROUND: Patient satisfaction is one measure of the quality of emergency department (ED) care. The impact of survey delivery method on patient satisfaction in the ED remains unknown. OBJECTIVE: We hypothesized that self-administered surveys in the ED would yield a higher response rate and different satisfaction compared to mailed surveys. METHODS: This observational study was conducted during a 2-month period in an urban, tertiary-care, university-based ED. Eligible patients were randomized to either complete an on-site satisfaction survey in the ED at discharge or to complete an identical survey mailed 1 week after discharge. The primary outcome was the reported overall satisfaction of on-site vs. mail-out surveys. Satisfaction was measured using Likert-type scales and dichotomized outcomes were compared using a χ(2) test and logistic regression. RESULTS: Two hundred and forty-two of 457 eligible patients randomized to the on-site group and 275 of 1152 patients in the mail-out group completed a survey (53% vs. 24%; p < 0.001). Compared with the mail-out group, on-site subjects reported higher overall satisfaction (79.6% vs. 68.9%; p = 0.006), significantly higher satisfaction with their nurses' (p < 0.001) and doctors' listening skills (p < 0.001), and were more likely to recommend this ED to friends or family (71.4%, vs. 56.6%; p = 0.001). CONCLUSIONS: We found that patients who completed satisfaction surveys in the ED reported higher satisfaction than those who received mailed surveys. In addition, measuring patient satisfaction by self-administered on-site surveys at the time of discharge from the ED yields a significantly higher response rate than measuring satisfaction using mailed surveys.
File Format	HTM / HTML
ISSN	07364679
Issue Number	6
Volume Number	47
Journal	The Journal of Emergency Medicine
Language	English
Publisher	Elsevier
Publisher Date	2014-12-01
Publisher Place	United States
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Discipline Emergency medicine Correspondence As Topic Data Collection Methods Emergency Service, Hospital Standards Patient Satisfaction Statistics & Numerical Data Adult Aged Cross-sectional Studies Female Humans Logistic Models Male Middle Aged Postal Service Questionnaires Journal Article Observational Study Research Support, N.i.h., Extramural
Content Type	Text
Resource Type	Article
Subject	Emergency Medicine

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