Primary Author:	Mary Kay Ragan, BSN, RN, LIC, EMT-P
Organization	Lubbock Christian University, Department of Nursing

Abstract

Purpose

In an effort to improve patient satisfaction this study will be done to determine whether recently developed Emergency Department patient education brochures “Knowing what to expect during your visit” would improve patient satisfaction scores.

Background

Improvements in quality of healthcare and patient satisfaction in United States have been a major focus for the last several years (Curci, Messner, & Reck, 2005). Under CMS’s “value-based purchasing” proposal, Medicare will begin withholding 1% of its payments to hospitals based on performance, adherence to quality measures, and patient satisfaction starting in October 2012. Satisfaction with emergency care involves good communication with and the education of patients and their families.

Materials & Methods

Quasi-experimental, study of all adults who were ambulatory and presented to the triage desk, in the emergency department between the hours of 11a.m. – 11p.m. over 90 days, will be given a number starting with one. Group (1) will be the odd number subjects, the intervention group is “The comparison group will be patients who receive instruction on “What to expect during your visit” as a standard part of their patient education” during the 90 days prior to implementation of the education brochure.” Group (2) will be given even numbers; this is the control group, no structured educational intervention during the waiting period. A twelve question five point Likert scale will be a given to all patients at registration and discharge. This questionnaire is designed to measure the outcomes, after intervention and rating patient satisfaction.

Results

The projected results of the subjects surveyed, will be positive. The educational brochure will be useful in understanding the steps involved in Emergency Department care and in understanding why they need to wait to be seen by staff. The Likert scores for satisfaction will be significantly higher in the post brochure group, and rating their Emergency Department visit as either “excellent” or ”very good”.

Conclusion

Emergency Department, educational brochure will improve patient satisfaction. Study suggests preparing patients for their Emergency Department experience by describing the process from registration to discharge, can improve Emergency Department patient satisfaction.

© Improvement Science Research Network, 2012

The ISRN published this as received and with permission from the author(s).