NDLI: Satisfaction with emergency department service among non-English-speaking background patients.

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Satisfaction with emergency department service among non-English-speaking background patients.

Content Provider	World Health Organization (WHO)-Global Index Medicus
Author	Mahmoud, Ibrahim Hou, Xiang-Yu Chu, Kevin Clark, Michele Eley, Rob
Spatial Coverage	Queensland
Description	Country affiliation: Australia Author Affiliation: Mahmoud I ( School of Public Health and Social Work, Queensland University of Technology, Brisbane, Queensland, Australia.)
Abstract	OBJECTIVE: The present study aims to investigate non-English-speaking background (NESB) patients' satisfaction with hospital ED service and compare it with that of English-speaking background (ESB) patients. METHODS: A cross-sectional survey was conducted at the ED of an adult tertiary referral hospital in Queensland, Australia. Patients assigned an Australasian Triage Scale score of 3, 4 or 5 were surveyed in the ED, before and after their ED service. Pearson χ(2) -test and multivariate logistic regression analyses were performed to examine the differences between the ESB and NESB groups in terms of patient-reported satisfaction. RESULTS: In total, 828 patients participated in the present study. Although the overall satisfaction with the service was high - 95.1% (ESB) and 90.5% (NESB) - the NESB patients who did not use an interpreter were less satisfied with their ED service than the ESB patients (odds ratio 0.5, 95% confidence interval 0.3-0.8, P = 0.013). The promptness of service received the lowest satisfaction rates (ESB 85.4% [82.4-88.0], NESB 74.5% [68.5-79.7], P < 0.001), whereas courtesy and friendliness received the highest satisfaction rates (ESB 98.8 [97.6-99.4], NESB 97.0 [93.9-98.5], P = 0.063). All participants reported the promptness of service (33.5%), quality and professional care (18.5%) and communication (17.6%) as the most important elements of ED service. CONCLUSION: The NESB patients were significantly less satisfied than the ESB patients with the ED service. Use of an interpreter improved the NESB patients' level of satisfaction. Further research is required to examine what NESB patients' expectations of ED service are.
File Format	HTM / HTML
ISSN	17426731
Issue Number	3
Volume Number	26
e-ISSN	17426723
Journal	Emergency Medicine Australasia
Language	English
Publisher	Wiley-Blackwell
Publisher Date	2014-06-01
Publisher Place	Australia
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Discipline Emergency Medicine Communication Barriers Emergency Service, Hospital Statistics & Numerical Data Language Patient Satisfaction Translating Adolescent Adult Aged Cross-sectional Studies Female Humans Male Middle Aged Multivariate Analysis Queensland Questionnaires Young Adult Journal Article
Content Type	Text
Resource Type	Article
Subject	Emergency Medicine

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