Where to focus efforts to improve overall ratings of care and willingness to return: the case of Tuscan emergency departments

Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine
Chiara SeghieriS Nuti

Abstract

Both regression and optimization models were used to identify an efficient combination of aspects of care (e.g., comfort of waiting room) necessary to improve global emergency department (ED) patient satisfaction. The approach, based on patient survey data, tends to favor aspects of care with large regression coefficients and those whose current performance is low, because improvements produce a greater effect on global satisfaction. The authors used ED patient satisfaction survey data collected between September and October 2007 from a random sample of 5,277 adult patients who visited 43 EDs in Tuscany, Italy. Ordinal logistic regression models were run to predict overall ratings of care and willingness to return using 20 independent variables (i.e., aspects of care). An optimization model was run to increase these two global items to a maximum of 15%. This model minimizes the total combined percentage increase of the aspects of care. Models using all cases (n = 5,277), cases from local hospitals (n = 4,264), and cases from teaching hospitals (n = 1,013) were run. Four aspects selected by the optimization algorithm were in all models: "satisfaction with waiting time,"comfort of the waiting room,"professionalism of physicians" ...Continue Reading

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Citations

Jun 13, 2012·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·Hao LiAnna Bonini
Jul 23, 2019·Journal of Nursing Scholarship : an Official Publication of Sigma Theta Tau International Honor Society of Nursing·Juh Hyun Shin

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