Optimizing patient/caregiver satisfaction through quality of communication in the pediatric emergency department.


BACKGROUND:Optimizing patient/family caregiver satisfaction with emergency department (ED) encounters has advantages for improving patient health outcomes, adherence with medical plans, patient rights, and shared participation in care, provider satisfaction, improved health economics, institutional market share, and liability reduction. The variables that contribute to an optimal outcome in the pediatric ED setting have been less well investigated. The specific hypothesis tested was that patient/family caregiver-provider communication and 24-hour postdischarge phone contact would be associated with an increased frequency of highest possible satisfaction scores. METHODS:A consecutive set of Press Ganey satisfaction survey responses between June and December 2009 in a large tertiary referral pediatric ED was evaluated. Press Ganey responses were subsequently linked to defined components of the electronic medical record associated with each survey respondent's ED visit to ascertain specific objective ED data. Multivariate modeling utilizing generalized linear equations was achieved to obtain a composite model of drivers of patient/caregiver satisfaction. RESULTS:Primary drivers of satisfaction and willingness to return or refer others to the ED were as follows: being informed about delays, ease of the insurance process, overall physician rating, registered nurse attention to needs, control of pain, and successful completion of postdischarge phone call to a family caregiver. Multiple wait time variables that were statistically significant in univariate modeling, including total length of time in the ED, time in waiting room, comfort of waiting room, time in treatment room, and play items, were not statistically significant once controlling for the other variables in the model. Type of insurance, race, patient age, or time of year did not influence the models. CONCLUSIONS:Achieving optimal patient/caregiver satisfaction scores in the pediatric ED is highly dependent on the quality of the interpersonal interaction and communication of ED activities. Wait time and other throughput variables are less important than perceived quality of the health interaction and interpersonal communication. Patient satisfaction has advantages greater than market share and should be considered a component of the care-delivery paradigm.


Pediatr Emerg Care


Pediatric emergency care


Locke R,Stefano M,Koster A,Taylor B,Greenspan J




Has Abstract


2011-11-01 00:00:00














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    abstract::Corn starch powder is widely used for routine infant skin care as a substitute for talcum powder, as it is believed to have fewer respiratory hazards. We describe a one-month-old infant who presented to an emergency department with respiratory failure and a severe pneumonitis from aspiration of corn starch powder. The...

    journal_title:Pediatric emergency care

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    authors: Silver P,Sagy M,Rubin L

    更新日期:1996-04-01 00:00:00

  • Baking soda: a potentially fatal home remedy.

    abstract::We present a case of a six-week-old infant who developed life-threatening complications after unintentional sodium bicarbonate intoxication. Baking soda was being used by the mother as a home remedy to "help the baby burp." A review of the literature regarding the use (or misuse) of baking soda follows. Our patient, a...

    journal_title:Pediatric emergency care

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    authors: Nichols MH,Wason S,Gonzalez del Rey J,Benfield M

    更新日期:1995-04-01 00:00:00

  • Crural amputation of a newborn as a consequence of intraosseous needle insertion and calcium infusion.

    abstract::Intraosseous needle insertion and infusion is considered an easy and reliable method of achieving a vascular access in acute circulatory collapse where other methods have not been successful within reasonable time. Complications are considered few but may be serious. We present a case of a newborn girl, where intraoss...

    journal_title:Pediatric emergency care

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    authors: Oesterlie GE,Petersen KK,Knudsen L,Henriksen TB

    更新日期:2014-06-01 00:00:00

  • Evaluating computer-assisted learning for common pediatric emergency procedures.

    abstract:OBJECTIVE:To develop a computer-assisted learning (CAL) model and evaluate its effectiveness in improving medical trainees' knowledge of pediatric emergency procedures. METHODS:Three common pediatric emergency procedures were selected: laceration repair, splinting of fractures, and lumbar puncture. Web-based computeri...

    journal_title:Pediatric emergency care

    pub_type: 杂志文章,随机对照试验


    authors: Ricks C,Ratnapalan S,Jain S,Tait G

    更新日期:2008-05-01 00:00:00

  • Emergency department visits in the neonatal period in the United States.

    abstract:OBJECTIVES:This study aimed to estimate the incidence of emergency department (ED) visits in the neonatal period in a nationally representative sample and to examine variation by race. METHODS:The National Hospital Ambulatory Medical Care Survey is a nationally representative survey of utilization of ambulatory care s...

    journal_title:Pediatric emergency care

    pub_type: 杂志文章


    authors: Lee HC,Bardach NS,Maselli JH,Gonzales R

    更新日期:2014-05-01 00:00:00

  • Ability of hospitals to care for pediatric emergency patients.

    abstract:CONTEXT:The needs of children in emergency situations differ from those of adults and require special attention, yet there has been no study of the ability of U.S. hospitals to care for emergently or critically ill children. OBJECTIVE:To estimate the distribution of pediatric services available at U.S. hospitals with ...

    journal_title:Pediatric emergency care

    pub_type: 杂志文章


    authors: Athey J,Dean JM,Ball J,Wiebe R,Melese-d'Hospital I

    更新日期:2001-06-01 00:00:00

  • Presentation, evaluation, and treatment of clavicle fractures in preschool children presenting to an emergency department.

    abstract:UNLABELLED:Clavicle fractures are a common injury among pediatric patients. Few data exist regarding specific etiologies and their management in the preadolescent patient. Our objective was to determine the specific source of injury and treatment techniques used in the youngest patient population. METHODS:Study Design...

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    pub_type: 杂志文章,多中心研究


    authors: Soto F,Fiesseler F,Morales J,Amato C

    更新日期:2009-11-01 00:00:00

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    authors: Williamson K,Gochman R,Bullaro F,Kaufman B,Krief W

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    journal_title:Pediatric emergency care

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    authors: Condra CS,Parbhu B,Lorenz D,Herr SM

    更新日期:2010-03-01 00:00:00

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    journal_title:Pediatric emergency care

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    authors: El-Matary W,Dalzell M

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    authors: Mollen CJ,Miller MK,Hayes KL,Barg FK

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    pub_type: 杂志文章


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    journal_title:Pediatric emergency care

    pub_type: 杂志文章


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