A Randomized Controlled Trial of the Effect of Service Delivery Information on Patient Satisfaction in an Emergency Department Fast Track

摘要: ACADEMIC EMERGENCY MEDICINE 2011; 18:674–685 © 2011 by the Society for Academic Emergency Medicine Abstract Objectives:  The objective was to determine effect on patient satisfaction of providing patients with predicted service completion times. Methods:  A randomized controlled trial conducted in an urban, community teaching hospital. department (ED) triaged fast track weekdays between October 26, 2009, and December 30, from 9 am 5 pm were eligible. Patients to: 1) usual care (n = 342), 2) provided ED process information (n = 336), or 3) plus delivery times (n = 333). group 3 given “average” “upper range” estimate their waiting room treatment times. average upper range predictions calculated quantile regression models that estimated 50th 90th percentiles time distributions at study site based 2.5 years historical data. Trained research assistants administered interventions after triage. completed a brief survey discharge measured overall care, quality they received, timeliness care. Satisfaction ratings very good versus good, fair, poor, poor modeled using logistic as function group; actual times; other patient, clinical, temporal covariates. also compared same covariates. Results:  Survey rates characteristics similar group. Median 70 minutes (interquartile [IQR] = 40 114 minutes), median 52 (IQR = 31 81 minutes). Neither intervention affected any outcomes. significantly associated time, individual providers, age. Every 10-minute increase corresponded 8% decrease (odds ratio [OR] = 0.92; 95% confidence interval [CI] = 0.89 0.95) odds reporting lower several triage nurses nurses, nurse who treated most patients. Each 10% fair (OR = 1.10; CI = 1.06 1.14). varied among doctors, nurses. aged 35 years older 18 34 years. Conclusions:  influenced clinicians them not estimates