Non-urgent use of the emergency department: A quantitative evaluation from a patient perspective

Abstract The objectives of this study are twofold: to investigate the reasons why patients considered as non-urgent by physicians visit the emergency department, and to explore the relationship between patients' perceived urgency and the factors in the behavioural model of utilisation. This cross-sectional study develops a survey instrument to assess the predisposing, enabling and need factors affecting patients' perceived urgency. In order to identify the independent variables associated with the perceptions of urgency, a multiple logistic regression model is used. According to the results, two-thirds of patients perceive their problem as urgent. Level of pain and duration of complaint are found to be significant factors affecting patients' perceptions. For patients perceiving their problem as non-urgent, the most common reasons for visiting an emergency department include infections, dressings and the like. The findings support the general conclusion that the definition of urgency differs for patients and health professionals. The reasons why patients with non-urgent problems use emergency departments in Turkey include problems attached to primary healthcare facilities, crowded outpatient clinics, difficulty getting outpatient appointments and accessibility problems due to working hours.