Consumer Satisfaction with Emergency Department Nursing: a Descriptive Correlational Study

Mapping Intimacies ◽

10.26686/wgtn.16969732 ◽

2021 ◽

Author(s):

◽

Clare Alison Buckley

Keyword(s):

Emergency Department ◽

Thematic Analysis ◽

Consumer Satisfaction ◽

Correlational Study ◽

Strong Positive Correlation ◽

Consumer Health ◽

Satisfaction Scale ◽

Convenience Sample ◽

Important Indicator ◽

Information Giving

<p>This descriptive, correlational study was designed to describe levels of consumer satisfaction with emergency department (ED) nursing and to identify the key determinants of satisfaction with ED nursing in a regional New Zealand hospital. The relationship between satisfaction with ED nursing and with overall satisfaction with the ED visit was also explored. Satisfaction is an important indicator of the quality of healthcare and an understanding of satisfaction and its determinants has the potential to improve healthcare services and consumer health outcomes. The study employed a survey design using the Consumer Emergency Care Satisfaction Scale (CECSS) which is an internationally recognised tool that has demonstrable reliability and validity. It consists of 19 items divided between two subscales - Caring and Teaching. Respondents indicate on a five point Likert scale the extent to which they agree or disagree with each item. In addition to the 19 items in the scale, respondents were also asked to provide some consumer characteristic data and to answer two open-ended questions. The survey was posted to a convenience sample of 410 ED attendees within 24-48 hours of their visit to the emergency department. The final sample comprised 100 completed or partially completed surveys. The majority (n = 65, 88%) were either satisfied or very satisfied with ED nursing. There were no statistically significant relationships between any consumer characteristics and satisfaction; however the following visit characteristics were demonstrated to affect levels of satisfaction - triage category, self-rated acuity, the times consumers arrived at and were discharged from the ED, being able to differentiate between health professionals, being kept informed about the visit and any delays, length of stay (LOS), and number of previous visits to the emergency department. There was a strong positive correlation (r = 0.571, p = 0.000) between consumer satisfaction with ED nursing and with overall satisfaction with the visit. Thematic analysis of the data from the question about what consumers liked about ED nursing revealed four themes - personal qualities of the nurse, professional qualities of the nurse, interpersonal qualities of the nurse, and miscellaneous comments. Thematic analysis of the data from the question about what the nurse could have done to make the visit better also revealed four themes - nothing, staffing/service, information giving, and the environment. The study concludes that ED consumers want to know who their nurses are and to have nurses who communicate well with them and keep them informed about their visit. The most significant implications and challenges for researchers are in exploring the area around the consumer health journey as it is these visit characteristics that this study has demonstrated affect levels of satisfaction with ED nursing.</p>

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Consumer Satisfaction with Emergency Department Nursing: a Descriptive Correlational Study

10.26686/wgtn.16969732.v1 ◽

2021 ◽

Author(s):

◽

Clare Alison Buckley

Keyword(s):

Emergency Department ◽

Thematic Analysis ◽

Consumer Satisfaction ◽

Correlational Study ◽

Strong Positive Correlation ◽

Consumer Health ◽

Satisfaction Scale ◽

Convenience Sample ◽

Important Indicator ◽

Information Giving

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P049: Goals of care discussion in the emergency department: is it possible

CJEM ◽

10.1017/cem.2020.255 ◽

2020 ◽

Vol 22 (S1) ◽

pp. S81-S82

Author(s):

F. Péloquin ◽

É. Marmen ◽

V. Gélinas ◽

A. Plaisance ◽

P. Archambault

Keyword(s):

Emergency Department ◽

Collective Action ◽

Thematic Analysis ◽

Normalisation Process Theory ◽

Emergency Physicians ◽

Structured Interviews ◽

Kappa Score ◽

Convenience Sample ◽

Rater Reliability ◽

Goals Of Care

Introduction: The Institut national d'excellence en santé et en services sociaux in Quebec published guidelines suggesting that emergency physicians should establish emergency department (ED) patients’ goals of care when appropriate. The objective of this study was to explore emergency physicians’ opinions about leading goals of care discussion (GCD) in their daily practice. Methods: This study used a qualitative design based on the Normalisation Process Theory (NPT); a middle-range theory used to explain the sustainability of implementing complex healthcare interventions. It was conducted in a single academic ED in Lévis, Québec. We planned to recruit a minimal convenience sample of 10 participants. Between April and May 2018, we conducted semi-structured interviews and transcribed the audio records verbatims. Deductive thematic analysis based on the NPT was conducted using Nvivo 12.0. Two authors codified the content of each interview under the four NPT macro-level constructs: coherence, cognitive participation, collective action and reflexive monitoring. A kappa score was calculated to measure the coding inter-rater reliability. Results: We interviewed 10 ED physicians (50 % women; 60% certified by the College of Family Physicians of Canada (Emergency Medicine)). No new ideas emerged after the 9th interview. Our thematic analysis identified 13 themes. Inter-rater reliability of coding was substantial (kappa = 0.72). The coherence construct contained the following themes: common concept of interpersonal communication, efficiency of care and anxiety generated by the discussion, the identification of an acute deterioration leading to the GCD, coming together of clinician, patient and family, and the importance of knowing patients’ goals of care before medical handover. The cognitive participation construct involved the following themes: lack of training on the new goals of care form and availability of reminders to promote the recommendation. One theme characterized the collective action construct: heterogeneous prioritization for leading GCD. The reflexive monitoring construct contained 4 themes: need to take action before patients consult in the ED, need to develop education programs, need for legislation and the impossibility of systematic GCD for all patients. Conclusion: Goals of care discussion is possible and essential with selected patients in the ED. Nevertheless, policy-making efforts remain necessary to ensure the systematization of the recommendation.

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Challenges of recruiting emergency department patients to a qualitative study: a thematic analysis of researchers’ experiences

BMC Medical Research Methodology ◽

10.1186/s12874-020-01039-2 ◽

2020 ◽

Vol 20 (1) ◽

Author(s):

Delyth Price ◽

Michelle Edwards ◽

Andrew Carson-Stevens ◽

Alison Cooper ◽

Freya Davies ◽

...

Keyword(s):

Emergency Department ◽

Qualitative Study ◽

Thematic Analysis ◽

Emergency Department Patients

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P016: Feasibility of a nurse-led smoking cessation intervention in the emergency department

CJEM ◽

10.1017/cem.2020.224 ◽

2020 ◽

Vol 22 (S1) ◽

pp. S70-S70

Author(s):

A. Tolmie ◽

R. Erker ◽

A. Donauer ◽

E. Sullivan ◽

T. Graham ◽

...

Keyword(s):

Emergency Department ◽

Smoking Cessation ◽

Cigarette Smoking ◽

Thematic Analysis ◽

Smoking Prevalence ◽

Community Support ◽

Support Programs ◽

Written Responses ◽

Smoking Cessation Counselling ◽

Community Support Programs

Introduction: Cigarette smoking is a leading global cause of morbidity and mortality. Multiple studies internationally have established that cigarette smoking prevalence is higher in emergency department (ED) patients than their respective communities. Previously, we demonstrated the smoking prevalence among Saskatoon ED patients (19.6%) is significantly higher than the provincial average (15.1%), and over 50% of smoking patients would be receptive to ED-specific cessation support. The purpose of this project was to identify nurses’ beliefs regarding smoking cessation in the ED, and barriers to implementing it in the department. Methods: A questionnaire was administered to all nurses employed at St. Paul's Hospital ED in Saskatoon assessing attitudes towards ED cessations, as well as the benefit and feasibility of three potential interventions: brief cessation counselling, referral to community support programs, and distributing educational resources. The questionnaire included Likert scale numerical ratings, and written responses for thematic analysis. Thematic analysis was performed by creating definitions of identified themes, followed by independent review of the data by researchers. Results: 83% of eligible nurses completed the survey (n = 63). Based on Likert scores, ED nurses rarely attempt to provide cessation support, and would be minimally comfortable with personally providing this service. Barriers identified through thematic analysis included time constraints (68.3%), lack of patient readiness (19%), and lack of resources/follow-up (15.9%). Referral to community support programs was deemed most feasible and likely to be beneficial, while counselling within the ED was believed to be least feasible and beneficial. Overall, 93.3% of nurses indicated time and workload as barriers to providing ED cessation support during the survey. Conclusion: Although the ED is a critical location for providing cessation support, the proposed interventions were viewed as a low priority task outside the scope of the ED. Previous literature has demonstrated that multifaceted ED interventions using counselling, handouts, and referrals are more efficacious than a singular approach. While introduction of a referral program has some merit, having professionals dedicated to ED cessation support would be most effective. At minimum, staff education regarding importance of providing smoking cessation therapy, and simple ways to incorporate smoking cessation counselling into routine nursing care could be beneficial.

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Child Life Reduces Distress and Pain and Improves Family Satisfaction in the Pediatric Emergency Department

Clinical Pediatrics ◽

10.1177/0009922818798386 ◽

2018 ◽

Vol 57 (13) ◽

pp. 1567-1575 ◽

Cited By ~ 5

Author(s):

Natasha Sanchez Cristal ◽

Jennifer Staab ◽

Rachel Chatham ◽

Sarah Ryan ◽

Brian Mcnair ◽

...

Keyword(s):

Emergency Department ◽

Rating Scale ◽

Pediatric Trauma ◽

Family Satisfaction ◽

Pediatric Emergency ◽

Child Life ◽

Convenience Sample ◽

Patient Cooperation ◽

To Receive ◽

Pain Rating Scale

This study evaluated the effects of Certified Child Life Specialist (CCLS) intervention on pediatric distress and pain and family satisfaction during routine peripheral intravenous (PIV) line placement in the emergency department (ED). A convenience sample of 78 children (3-13 years) requiring PIV placement for their treatment at a regional level 1 pediatric trauma center ED with 70 000 annual visits were selected to receive either standard nursing care or CCLS intervention for PIV placement. CCLS involvement was associated with fewer negative emotional behaviors as indicated by a lower score on the Children’s Emotional Manifestation Scale (−3.37 ± 1.49, P = .027), a reduction in self-reported pain on the Wong-Baker Faces pain rating scale (−1.107 ± 0.445, P = .017), an increase in parent-reported patient cooperation during PIV placement, and greater satisfaction with the ED visit. This study demonstrates that Child Life can have an impact on important outcomes in the pediatric ED such as distress, pain, and visit satisfaction.

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Consumer satisfaction with nursing care in a rural community hospital emergency department

Journal of Nursing Care Quality ◽

10.1097/00001786-199601000-00008 ◽

1996 ◽

Vol 10 (2) ◽

pp. 49-57 ◽

Cited By ~ 24

Author(s):

Cynthia Ann Clark ◽

Marie E. Pokorny ◽

Sylvia T. Brown

Keyword(s):

Emergency Department ◽

Rural Community ◽

Nursing Care ◽

Consumer Satisfaction ◽

Community Hospital ◽

Hospital Emergency Department ◽

Hospital Emergency

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Nurses’ professional values and attitudes toward collaboration with physicians

Nursing Ethics ◽

10.1177/0969733014533233 ◽

2014 ◽

Vol 22 (2) ◽

pp. 205-216 ◽

Cited By ~ 27

Author(s):

Sara S Brown ◽

Deborah F Lindell ◽

Mary A Dolansky ◽

Jeannie S Garber

Keyword(s):

Research Question ◽

The United States ◽

Tertiary Hospital ◽

Professional Values ◽

Institutional Review Boards ◽

Correlational Study ◽

Healthcare Outcomes ◽

Convenience Sample ◽

Nurse Administrators ◽

Collaborative Behavior

Background: Growing evidence suggests that collaborative practice improves healthcare outcomes, but the precursors to collaborative behavior between nurses and physicians have not been fully explored. Research question: The purpose of this descriptive correlational study was to describe the professional values held by nurses and their attitudes toward physician–nurse collaboration and to explore the relationships between nurses’ characteristics (e.g. education, type of work) and professional values and their attitudes toward nurse–physician collaboration. Research design: This descriptive correlational study examines the relationship between nurses’ professional values (Nurses Professional Values Scale–Revised) and their attitudes toward nurse–physician collaboration (Jefferson Scale of Attitudes toward Physician–Nurse Collaboration). Ethical considerations: Permission to conduct the study was received from the hospital, and the Institutional Review Boards of the healthcare system and the participating university. Participants/context: A convenience sample of 231 registered nurses from a tertiary hospital in the United States was surveyed. Findings: A significant positive relationship was found between nurses’ professional values and better attitudes toward collaboration with physicians ( r = .26, p < .01). Attitude toward collaboration with physicians was also positively associated with master’s or higher levels of education ( F(3, 224) = 4.379, p = .005). Discussion: The results of this study can be helpful to nurse administrators who are responsible for developing highly collaborative healthcare teams and for nurse educators who are focused on developing professional values in future nurses.

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Profile and management of patients with low back pain complaints in a Brazilian Emergency Department: a cross-sectional retrospective study

REVISTA CIÊNCIAS EM SAÚDE ◽

10.21876/rcshci.v10i3.953 ◽

2020 ◽

Vol 10 (3) ◽

pp. 70-77

Author(s):

Larissa Faria Borges ◽

Ligia Loiola Cisneros ◽

Danielle Aquino Silva ◽

Amabile Borges Dario ◽

Manuela Ferreira ◽

...

Keyword(s):

Emergency Department ◽

Low Back Pain ◽

Back Pain ◽

Pain Intensity Score ◽

Low Back ◽

Care Seeking ◽

Cross Sectional ◽

Convenience Sample ◽

Demographic Profile ◽

Manchester Triage System

Objective: To describe the demographic profile and the management of patients with low back pain (LBP) complaints presenting to the Emergency Department (ED) of a Brazilian public hospital. Methods: Retrospective, cross-sectional study using a convenience sample of patients with LBP triaged at the studied ED through the Manchester Triage System along a year. Data were extracted from electronic medical records. LBP presentations were classified as non-traumatic, traumatic, and non-spinal related pain according to the signs and symptoms reported. Data included patients’ demographic profile, pain severity and management (e.g., imaging exams, medication prescription and hospitalization). Results: Data from 2016 patients was analyzed. Most were middle-aged adults (mean age = 40.5years, SD 15.7), female (n = 1043, 51.7%) and presented moderate pain intensity (score range 4 to 7 on the Visual Analogue Scale, n=1,471; 74.1%). Non-traumatic pain (n = 1,016; 50.4%) was the main cause of care-seeking. A total of 36.9% (n = 743) underwent imaging exams and 42.2% (n = 850) received medication. Patients with non-spinal related pain were three times more likely to receive opioid medication (OR = 2.96; 95%CI 2.30 to 3.79). Conclusion: Non-traumatic LBP (i.e., no history of trauma or red flags) was the main cause of LBP care-seeking in a Brazilian ED. Most patients were treated conservatively and without hospitalization. Opioids prescription and imaging exams, although performed on a smaller scale, were still used for of the management of this type of LBP.

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The Effect of Bedside Presentations in the Emergency Department on Patient Satisfaction

Journal of Graduate Medical Education ◽

10.4300/jgme-d-11-00020.1 ◽

2011 ◽

Vol 3 (4) ◽

pp. 481-486 ◽

Cited By ~ 3

Author(s):

Craig I. Schranz ◽

Robert J. Sobehart ◽

Kiva Fallgatter ◽

Robert H. Riffenburgh ◽

Michael J. Matteucci

Keyword(s):

Emergency Department ◽

Patient Satisfaction ◽

Resident Education ◽

Statistical Significance ◽

Future Research ◽

First Year ◽

Convenience Sample ◽

Visual Analog Scales ◽

Significant Difference ◽

The Difference

Abstract Background Due to increasing time constraints, the use of bedside presentations in resident education has declined. We examined whether patient satisfaction in the emergency department is affected when first-year residents present at the bedside with attendings. Methods We performed an observational, prospective, nonblinded study in the emergency department of a military teaching hospital. We alternately assigned first-year residents to present a convenience sample of 248 patients to the attending physician at the patient's bedside or away from the patient. We measured patient satisfaction by using the Patient Satisfaction Questionaire-18 (PSQ-18), a validated survey instrument that utilizes a Likert scale, and additional nonvalidated survey questions involving Likert and visual analog scales. Results While the median PSQ-18 score of 74 (95% confidence interval [CI], 72–76) was higher for patient satisfaction when residents made bedside presentations than that for standard presentations, 72 (95% CI, 70–74), the difference did not reach statistical significance (P = .33). Conclusion There was no significant difference in overall patient satisfaction between residents' bedside presentations and presentations to attendings away from the patient. Although not significant, the differences noted in PSQ-18 subscales of communication, general satisfaction, and interpersonal manner warrant further investigation. Patients did not appear to be uncomfortable with having their care discussed and with having subsequent resident education at the bedside. Future research on patient satisfaction after implementation of standardized bedside teaching techniques may help further elucidate this relationship.

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