Diagnosis and satisfaction scores in emergency department patients who return a mailed survey

Abstract Previous studies of patient satisfaction scores (PSS) have been of insufficient size to examine the influence of diagnosis on PSS. Our objective was to utilize a large database to determine if PSS for patients who return a widely used mailed proprietary survey differ with different diagnose...

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Bibliographic Details
Published in:The Journal of emergency medicine 2007-02, Vol.32 (2), p.131-135
Main Authors: Smith, Gregory D., MPH, Luk, Jeffrey H., MD, Cochrane, Dennis G., MD, Allegra, John R., MD, PHD, Eskin, Barnet, MD, PHD, Cody, Ronald P., EDD, Dalsey, William, MD
Format: Article
Language:English
Subjects:
Adolescent
Adult
Aged
Child
Child, Preschool
Cohort Studies
diagnoses
Emergency
emergency departments
Emergency Service, Hospital - standards
Female
Health Care Surveys - statistics & numerical data
Humans
Infant
International Classification of Diseases - classification
Male
Middle Aged
New Jersey
Patient Satisfaction
Retrospective Studies
Satisfaction scores
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Summary:Abstract Previous studies of patient satisfaction scores (PSS) have been of insufficient size to examine the influence of diagnosis on PSS. Our objective was to utilize a large database to determine if PSS for patients who return a widely used mailed proprietary survey differ with different diagnoses. We retrospectively analyzed a cohort at 11 hospital emergency departments of non-admitted patients who returned a mailed satisfaction survey. We grouped patients according to International Classification of Diseases, 9th Revision (ICD9) diagnoses and calculated mean scores for each diagnostic group. We rank-ordered by mean scores all ICD diagnoses having at least 50 survey responses. Scores were compared using analysis of variance. We analyzed 14,098 surveys. Among all diagnoses, 65 had at least 50 responses. The analysis of variance for the scores showed significant differences ( p < 0.0001). Scores differ with respect to diagnosis. This could be used to choose interventions to improve scores of patients who return a mailed survey.
ISSN:0736-4679
2352-5029
DOI:10.1016/j.jemermed.2006.05.039