Patients' satisfaction and wait times at Guelph General Hospital Emergency Department before and after implementation of a process improvement project
Patients' satisfaction and wait times at Guelph General Hospital Emergency Department before and after implementation of a process improvement project
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DOI：
10.2310/8000.2012.110590
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发表时间：
2012-05-01
影响因子：
2.4
通讯作者：
Mullins, Laura
中科院分区：
文献类型：
--
作者：
Preyde, Michele;Crawford, Kim;Mullins, Laura
目的：2009年7月在圭尔夫总医院急诊科（艾德）实施了流程改进计划（PIP）。本研究的目的是检查患者的满意度和等待时间的水平，加拿大分诊和敏锐度量表（CTAS）评分之前和6个月后实施此program.Methods：两个样本被招募：一个被招募前实施的PIP，2009年1月至6月（T1），一个被招募后6个月实施，2010年1月至6月（T2）。通过电话联系患者进行调查，包括患者对护理质量的满意度。从医院记录中获得医生初步评估的时间、未被看到的人数和住院时间（LOS），以比较PIP实施前和实施后6个月的等待时间。., 12%的患者报告在T1时立即就医，而T2时为29%）。对于CTAS评分为III、IV和V的患者，至医生初始评估的时间有所改善（平均从2.1小时减少至1.7小时），实施后未就诊的患者较少（n = 425），除CTAS评分为I的出院患者的平均LOS外，所有患者的平均LOS和第90百分位数均有所下降。入院患者在艾德的总时间从2009年的11.11小时减少到2010年的9.95小时，对于未入院患者，总时间从3.94小时减少到3.29小时。总体满意度评分从平均3.17提高到3.4（4分; p < 0.001）。结论：实施艾德PIP减少了等待时间，提高了患者满意度，改善了CTAS评分为III、IV和V的患者的患者流量。
Objective: A process improvement program (PIP) was implemented in the emergency department (ED) at Guelph General Hospital in July 2009. The purpose of this study was to examine patients' satisfaction and wait times by level of Canadian Triage and Acuity Scale (CTAS) score before and 6 months after implementation of this program.Methods: Two samples were recruited: one was recruited before implementation of the PIP, January to June 2009 (T1), and one was recruited 6 months after implementation, January to June 2010 (T2). Patients were contacted by telephone to administer a survey including patient satisfaction with quality of care. Time to physician initial assessment, numbers left without being seen, and length of stay (LOS) were obtained from hospital records to compare wait times before and 6 months after implementation of the PIP.Results: Patients (n = 301) reported shorter wait times after implementation (e. ., 12% reported seeing a physician right away at T1 compared to 29% at T2). Time to physician initial assessment improved for patients with CTAS scores of III, IV, and V (average decrease from 2.1 to 1.7 hours), fewer patients (n = 425) left without being seen after implementation, and the mean and 90th percentile of LOS decreased for all patients except the mean LOS for discharged patients with a CTAS score of I. Total time spent in the ED for admitted patients decreased from 11.11 hours in the 2009 period to 9.95 in the 2010 period, and for nonadmitted patients, the total time decreased from 3.94 to 3.29 hours. The overall satisfaction score improved from a mean of 3.17 to 3.4 (of 4; p < 0.001).Conclusion: Implementation of the ED PIP corresponded with decreased wait times, increased patient satisfaction, and improved patient flow for patients with CTAS scores of III, IV, and V.