Patient satisfaction in the emergency department-a survey of pediatric patients and their parents

Nathan D. Magaret, Thomas A. Clark, Craig R. Warden, A. Roy Magnusson, Jerris R. Hedges

Research output: Contribution to journalArticle

160 Scopus citations

Abstract

Objectives: To assess and compare overall satisfaction in pediatric emergency department (ED) patients and their accompanying parents. To identify aspects of health care delivery that influence satisfaction in these groups. Methods: Pediatric patients (ages 5-17 years) and their parents (or guardians) seen at a university hospital pediatric ED were eligible. A convenience sample of English-speaking subject pairs (n = 101 pairs) was enrolled. Questionnaires were administered to both children and their parents at the completion of their ED care. The survey instruments used a modified Wong-Baker FACES Pain Rating Scale and a six-point interval scale. Factors measured included overall satisfaction, perceptions of pain and fear, and other characteristics of the ED visit. Data were analyzed using paired Wilcoxon signed-rank tests, Spearman rank correlation coefficients, and Fischer's exact chi-square tests (α = 0.05) where appropriate. Results: Parent satisfaction was associated with the quality of provider-patient interactions (R = 0.54, p = 0.0001), the adequacy of information provided (R = 0.47, p = 0.0001), and shorter waiting room times (R = -0.24, p = 0.01). Child satisfaction was associated with the quality of provider-patient interactions (R = 0.24, p 0.04), adequacy of information provided (R = 0.51, p = 0.003), and resolution of pain (R = 0.25, p = 0.03). Parent estimates were similar to children's initial pain scores; however, children reported greater resolution of pain than appreciated by their parents (p = 0.006). Conclusions: Satisfaction can be validly and reliably measured in pediatric patients using a visual scale instrument. Factors that influence patient satisfaction were similar among both children and their parents. The influence of pain resolution on pediatric ED satisfaction is a novel finding, which demonstrates the importance of appropriate pain and anxiety assessment and treatment in children.

Original languageEnglish (US)
Pages (from-to)1379-1388
Number of pages10
JournalAcademic Emergency Medicine
Volume9
Issue number12
DOIs
StatePublished - Dec 1 2002

Keywords

  • Administrative
  • Anxiety
  • Emergency department
  • Pain
  • Patient satisfaction
  • Pediatrics

ASJC Scopus subject areas

  • Emergency Medicine

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    Magaret, N. D., Clark, T. A., Warden, C. R., Roy Magnusson, A., & Hedges, J. R. (2002). Patient satisfaction in the emergency department-a survey of pediatric patients and their parents. Academic Emergency Medicine, 9(12), 1379-1388. https://doi.org/10.1197/aemj.9.12.1379