Aims:

1.      Use patient satisfaction survey data collected by patient affairs at AUBMC to assess the differences in perceptions of families and patients regarding their experience of the service received at AUBMC ED. 

2.      Examine the items that perform differentially across the families and patients.

3.      Examine the factors that best predict patient and family satisfaction in the AUBMC Emergency Department.

This is a retrospective study where secondary data analysis will be done on data that is collected by Patient Affairs at AUBMC for quality improvement purposes. 

Every patient discharged home from the ED and not admitted to the hospital was surveyed. Surveyors are instructed to preferably survey patients. Families were surveyed if the patient was less than 18 years of age or if the patient was not able to complete the survey for medical reasons and a family member who accompanied the patient throughout their ED visit was willing to complete it.

The survey is administered by the Patient Affairs unit by trained surveyors through phone interviews of 5% of the ED patients within two days of discharge from the ED. Calls were placed on a daily basis. The sample is randomly selected by the system. Every patient discharged home from the ED and not admitted to the hospital was surveyed. Surveyors are instructed to preferably survey patients. Families were surveyed if the patient was less than 18 years of age or if the patient was not able to complete the survey for medical reasons and a family member who accompanied the patient throughout their ED visit was willing to complete it.