Michelle Beattie
Compassion or speed, which is a more accurate indicator of healthcare quality in the emergency department from the patients’ perspective
Beattie, Michelle; Atherton, Iain; McLennan, Beverley; Lauder, William
Abstract
Rationale, aims and objectives: Devising indicators to measure quality of care is challenging in Emergency Departments (ED). It is difficult to measure aspects of quality which are less amenable to measurement; hence waiting time has often been relied on. This study aimed to determine whether patients’ perceptions of empathy are a measurable indicator of quality of care in comparison to waiting time within the ED.
Method: A cross sectional survey of patients who attended an ED during a 10 day period was conducted to assess correlation between a measure of empathy (the CARE measure), waiting times and perception of care quality. Data other than waiting times were obtained using a questionnaire completed by patients immediately on completion of treatment. Waiting times were obtained from an existing database. Both waiting times and CARE scores were correlated with responses to a patient satisfaction question using Spearman’s rho.
Results: Of the 81 patients who participated the majority reported care to be good (21%) or very good (75%). Waiting times varied between 11 minutes and 5 hours 17 minutes. CARE scores ranged from 12 to 50 (mean 41.1). Analysis showed a statistically significant relationship (p
Citation
Beattie, M., Atherton, I., McLennan, B., & Lauder, W. (2012). Compassion or speed, which is a more accurate indicator of healthcare quality in the emergency department from the patients’ perspective. International journal of person centered medicine, 2, 647-655
Journal Article Type | Article |
---|---|
Publication Date | 2012 |
Deposit Date | Jan 27, 2015 |
Electronic ISSN | 2043-7749 |
Peer Reviewed | Peer Reviewed |
Volume | 2 |
Pages | 647-655 |
Keywords | Emergency department; empathy; quality measurement; quality of healthcare; waiting time |
Public URL | http://researchrepository.napier.ac.uk/id/eprint/7519 |
Publisher URL | http://ijpcm.org/index.php/IJPCM/article/view/306 |
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