PMID: 22575296May 12, 2012Paper

Patients' satisfaction and wait times at Guelph General Hospital Emergency Department before and after implementation of a process improvement project

CJEM
Michèle PreydeLaura Mullins

Abstract

A process improvement program (PIP) was implemented in the emergency department (ED) at Guelph General Hospital in July 2009. The purpose of this study was to examine patients' satisfaction and wait times by level of Canadian Triage and Acuity Scale (CTAS) score before and 6 months after implementation of this program. Two samples were recruited: one was recruited before implementation of the PIP, January to June 2009 (T1), and one was recruited 6 months after implementation, January to June 2010 (T2). Patients were contacted by telephone to administer a survey including patient satisfaction with quality of care. Time to physician initial assessment, numbers left without being seen, and length of stay (LOS) were obtained from hospital records to compare wait times before and 6 months after implementation of the PIP. Patients (n = 301) reported shorter wait times after implementation (e.g., 12% reported seeing a physician right away at T1 compared to 29% at T2). Time to physician initial assessment improved for patients with CTAS scores of III, IV, and V (average decrease from 2.1 to 1.7 hours), fewer patients (n = 425) left without being seen after implementation, and the mean and 90th percentile of LOS decreased for all patien...Continue Reading

References

Jan 1, 1994·Scandinavian Journal of Caring Sciences·B WildeB Starrin
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Citations

Aug 29, 2020·Journal of Environmental and Public Health·Nebsu AsamrewMusse Tadesse
May 16, 2013·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·Camlyn TanShin Ying Thng
Mar 7, 2015·Global Health, Science and Practice·Cinnamon A DixonChristopher J Lindsell
Apr 17, 2020·International Journal of Environmental Research and Public Health·Miguel Angel Ortíz-Barrios, Juan-José Alfaro-Saíz
Dec 9, 2015·The International Journal of Health Planning and Management·Simone FanelliAntonello Zangrandi
Jul 7, 2016·African Journal of Primary Health Care & Family Medicine·Adeloye A Adeniji, Bob Mash

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