Image and imaging an emergency department: expense and benefit of different quality assessment methods

Pfortmüller, Carmen Andrea; Keller, Michael; Müller, Beatrice Ursula; Zimmermann, Heinz; Exadaktylos, Aristomenis Konstantinos (2013). Image and imaging an emergency department: expense and benefit of different quality assessment methods. Emergency medicine international, 2013(213263), p. 213263. Hindawi Publishing Corporation 10.1155/2013/213263

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Introduction. In this era of high-tech medicine, it is becoming increasingly important to assess patient satisfaction. There are several methods to do so, but these differ greatly in terms of cost, time, and labour and external validity. The aim of this study is to describe and compare the structure and implementation of different methods to assess the satisfaction of patients in an emergency department. Methods. The structure and implementation of the different methods to assess patient satisfaction were evaluated on the basis of a 90-minute standardised interview. Results. We identified a total of six different methods in six different hospitals. The average number of patients assessed was 5012, with a range from 230 (M5) to 20 000 patients (M2). In four methods (M1, M3, M5, and M6), the questionnaire was composed by a specialised external institute. In two methods, the questionnaire was created by the hospital itself (M2, M4).The median response rate was 58.4% (range 9-97.8%). With a reminder, the response rate increased by 60% (M3). Conclusion. The ideal method to assess patient satisfaction in the emergency department setting is to use a patient-based, in-emergency department-based assessment of patient satisfaction, planned and guided by expert personnel.

Item Type:

Journal Article (Original Article)

Division/Institute:

04 Faculty of Medicine > Department of Intensive Care, Emergency Medicine and Anaesthesiology (DINA) > University Emergency Center
04 Faculty of Medicine > Department of General Internal Medicine (DAIM) > Clinic of General Internal Medicine > Centre of Competence for General Internal Medicine

UniBE Contributor:

Pfortmüller, Carmen; Müller, Beatrice Ursula; Zimmermann, Heinz and Exadaktylos, Aristomenis

Subjects:

600 Technology > 610 Medicine & health

ISSN:

2090-2840

Publisher:

Hindawi Publishing Corporation

Language:

English

Submitter:

Patricia Rajaonina

Date Deposited:

01 Apr 2014 11:27

Last Modified:

26 Jun 2016 01:50

Publisher DOI:

10.1155/2013/213263

PubMed ID:

23984073

BORIS DOI:

10.7892/boris.47292

URI:

https://boris.unibe.ch/id/eprint/47292

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