Patient vs. Companion Satisfaction in the Emergency Department: Cross-sectional, Telephone-Based Survey.

Abstract

Introduction: In Lebanon, it is common for multiple family members to accompany patients to the ED. In this cultural context, where family is closely involved with patient care, we sought to identify and compare factors associated with satisfaction among patients and their companions during the same emergency department (ED) visit.

Methods: This cross-sectional, telephone-based survey compared factors associated with satisfaction among adult patients and their companions, during the same ED visit, at a tertiary-care center in Beirut, Lebanon. Adult patients presenting to the ED with intermediate- or low-acuity complaints were included in the study. We administered a questionnaire to patients and their companions covering six domains, including demographics, general admission, nursing and medical teams, discharge process, and overall satisfaction. Satisfaction was then categorized into high and low. We conducted an analysis of variables associated with high overall satisfaction for each group.

Results: A total of 100 patients and 100 companions completed the survey, with a 45.7% response rate. Among companions, the top three factors associated with high overall satisfaction were: respect of confidentiality and privacy (odds ratio 12.98, 95% CI, 4.79-35.19), length of stay before being seen by triage nurse (9.77, 3.68-25.89), and overall ED length of stay (9.56, 3.7-24.37). Among patients, the top three factors associated with high overall satisfaction were: amount of time the physician spent with the patient (20.26, 7.10-57.82); overall ED length of stay (19.71, 5.44-71.39), and length of stay before being seen by the emergency physician team (13.26, 4.84-36.35). All variables were statistically significant for both patients and companions except for the discharge process, which was only significant for companions.

Conclusion: This study suggests that patients and companions may have different experiences of their ED visit, highlighting the top factors associated with satisfaction for each group. Emergency department efforts aimed at enhancing patient experience should also consider processes related to companion experience in cultural contexts where family/relatives play an integral role in patient care.