The effect of patient origin and relevance of contact on patient and caregiver satisfaction in the emergency room.

Anna Mygind; Marie Louise Nørredam; Anette S Nielsen; Jens Bagger; Allan Krasnik

doi:10.1177/1403494807085302

The effect of patient origin and relevance of contact on patient and caregiver satisfaction in the emergency room.

Anna Mygind, Marie Louise Nørredam, Anette S Nielsen, Jens Bagger, Allan Krasnik

15 Citations (Scopus)

Abstract

AIMS: This study examined (1) whether patient and caregiver satisfaction in the emergency room (ER) varies according to patient origin, and (2) whether relevance of visit can explain any variation. METHODS: Data were obtained from a questionnaire survey of walk-in patients and their caregivers at four ERs in Copenhagen. The patient questionnaire was available in nine languages, and addressed patient satisfaction. The caregiver questionnaire addressed caregiver satisfaction and relevance of the patient contact in the ER. A total of 3,809 patients and 3,905 caregivers responded. The response rate among patients was 54%. Only data with both patient and caregiver responses and with patient country of birth were included in the analyses (n=3,426). The effect of patient origin was examined using bivariate, stratified analyses and tested for independence. RESULTS: Patients and caregivers had lower satisfaction rates when patients were of Middle Eastern compared with Danish origin. Satisfaction of both groups was associated with the relevance of the visit as assessed by the caregiver. Visits by patients of Middle Eastern origin were less often assessed as being relevant, but caregivers were less satisfied with visits by these patients even after controlling for relevance. Differences in patient satisfaction by patient origin were no longer significant when stratifying by relevance. CONCLUSIONS: Patient and caregiver satisfaction among patients of foreign origin can be improved by lowering the number of irrelevant visits among patients of foreign origin, e.g. by improving access to general practitioners. Training of caregivers in dealing with patients of different origins might reduce differences in caregiver satisfaction according to patient origin.

Original language	English
Journal	Scandinavian Journal of Public Health
Volume	36
Issue number	1
Pages (from-to)	76-83
Number of pages	7
ISSN	1403-4948
DOIs	https://doi.org/10.1177/1403494807085302
Publication status	Published - 2008

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title = "The effect of patient origin and relevance of contact on patient and caregiver satisfaction in the emergency room.",

abstract = "AIMS: This study examined (1) whether patient and caregiver satisfaction in the emergency room (ER) varies according to patient origin, and (2) whether relevance of visit can explain any variation. METHODS: Data were obtained from a questionnaire survey of walk-in patients and their caregivers at four ERs in Copenhagen. The patient questionnaire was available in nine languages, and addressed patient satisfaction. The caregiver questionnaire addressed caregiver satisfaction and relevance of the patient contact in the ER. A total of 3,809 patients and 3,905 caregivers responded. The response rate among patients was 54%. Only data with both patient and caregiver responses and with patient country of birth were included in the analyses (n=3,426). The effect of patient origin was examined using bivariate, stratified analyses and tested for independence. RESULTS: Patients and caregivers had lower satisfaction rates when patients were of Middle Eastern compared with Danish origin. Satisfaction of both groups was associated with the relevance of the visit as assessed by the caregiver. Visits by patients of Middle Eastern origin were less often assessed as being relevant, but caregivers were less satisfied with visits by these patients even after controlling for relevance. Differences in patient satisfaction by patient origin were no longer significant when stratifying by relevance. CONCLUSIONS: Patient and caregiver satisfaction among patients of foreign origin can be improved by lowering the number of irrelevant visits among patients of foreign origin, e.g. by improving access to general practitioners. Training of caregivers in dealing with patients of different origins might reduce differences in caregiver satisfaction according to patient origin.",

author = "Anna Mygind and N{\o}rredam, {Marie Louise} and Nielsen, {Anette S} and Jens Bagger and Allan Krasnik",

note = "Keywords: Adolescent; Adult; Child; Denmark; Emergency Service, Hospital; Emigrants and Immigrants; Female; Humans; Job Satisfaction; Male; Middle Aged; Middle East; Patient Satisfaction; Professional-Patient Relations; Questionnaires; Socioeconomic Factors",

year = "2008",

doi = "10.1177/1403494807085302",

language = "English",

volume = "36",

pages = "76--83",

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T1 - The effect of patient origin and relevance of contact on patient and caregiver satisfaction in the emergency room.

AU - Mygind, Anna

AU - Nørredam, Marie Louise

AU - Nielsen, Anette S

AU - Bagger, Jens

AU - Krasnik, Allan

N1 - Keywords: Adolescent; Adult; Child; Denmark; Emergency Service, Hospital; Emigrants and Immigrants; Female; Humans; Job Satisfaction; Male; Middle Aged; Middle East; Patient Satisfaction; Professional-Patient Relations; Questionnaires; Socioeconomic Factors

PY - 2008

Y1 - 2008

N2 - AIMS: This study examined (1) whether patient and caregiver satisfaction in the emergency room (ER) varies according to patient origin, and (2) whether relevance of visit can explain any variation. METHODS: Data were obtained from a questionnaire survey of walk-in patients and their caregivers at four ERs in Copenhagen. The patient questionnaire was available in nine languages, and addressed patient satisfaction. The caregiver questionnaire addressed caregiver satisfaction and relevance of the patient contact in the ER. A total of 3,809 patients and 3,905 caregivers responded. The response rate among patients was 54%. Only data with both patient and caregiver responses and with patient country of birth were included in the analyses (n=3,426). The effect of patient origin was examined using bivariate, stratified analyses and tested for independence. RESULTS: Patients and caregivers had lower satisfaction rates when patients were of Middle Eastern compared with Danish origin. Satisfaction of both groups was associated with the relevance of the visit as assessed by the caregiver. Visits by patients of Middle Eastern origin were less often assessed as being relevant, but caregivers were less satisfied with visits by these patients even after controlling for relevance. Differences in patient satisfaction by patient origin were no longer significant when stratifying by relevance. CONCLUSIONS: Patient and caregiver satisfaction among patients of foreign origin can be improved by lowering the number of irrelevant visits among patients of foreign origin, e.g. by improving access to general practitioners. Training of caregivers in dealing with patients of different origins might reduce differences in caregiver satisfaction according to patient origin.

AB - AIMS: This study examined (1) whether patient and caregiver satisfaction in the emergency room (ER) varies according to patient origin, and (2) whether relevance of visit can explain any variation. METHODS: Data were obtained from a questionnaire survey of walk-in patients and their caregivers at four ERs in Copenhagen. The patient questionnaire was available in nine languages, and addressed patient satisfaction. The caregiver questionnaire addressed caregiver satisfaction and relevance of the patient contact in the ER. A total of 3,809 patients and 3,905 caregivers responded. The response rate among patients was 54%. Only data with both patient and caregiver responses and with patient country of birth were included in the analyses (n=3,426). The effect of patient origin was examined using bivariate, stratified analyses and tested for independence. RESULTS: Patients and caregivers had lower satisfaction rates when patients were of Middle Eastern compared with Danish origin. Satisfaction of both groups was associated with the relevance of the visit as assessed by the caregiver. Visits by patients of Middle Eastern origin were less often assessed as being relevant, but caregivers were less satisfied with visits by these patients even after controlling for relevance. Differences in patient satisfaction by patient origin were no longer significant when stratifying by relevance. CONCLUSIONS: Patient and caregiver satisfaction among patients of foreign origin can be improved by lowering the number of irrelevant visits among patients of foreign origin, e.g. by improving access to general practitioners. Training of caregivers in dealing with patients of different origins might reduce differences in caregiver satisfaction according to patient origin.

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DO - 10.1177/1403494807085302

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SN - 1403-4948

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SP - 76

EP - 83

JO - Acta socio-medica Scandinavica

JF - Acta socio-medica Scandinavica

IS - 1

ER -

The effect of patient origin and relevance of contact on patient and caregiver satisfaction in the emergency room.

Abstract

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