Table 3

Studies of patient satisfaction

Study details and countryDesignControlInterventionResults
Dale et al23
Nurse triage—allocate patients to primary care or ED
n=419, 3 h sessions (10:00–13:00; 14:00–17:00; 18:00–21:00)
n=2382 managed by ED SHO
n=557 managed by ED registrars
n=204 ED doctor sessions
n=1702 managed by sessional GPs
n=215 GP sessions
No difference reported in satisfaction with assessment (p=0.73), treatment (p=0.7) or doctor's manner (p=0.6)
Slight, non-significant differences between the types of doctor (ED or GP) in the reported levels of dissatisfaction (‘dissatisfied’ or ‘very dissatisfied)’, (p=0.1 1)
Jiménez et al18
Before and after study
Adult and paediatric low-acuity patients triaged to fast-track area
N=100 resident physicians, 08:00–24:00N=100
GP resident in fast-track area for 8 h 16:00–24:00
Reported an index of satisfaction as a function of perceived care quality and WT
No difference reported (10% change between control and intervention) (–34 to 54)
Chalder et al26
Controlled mixed-methods
Cross-sectional survey questionnaire
8 ‘traditional’ EDs (39.7% of respondents)Patients attending 8 EDs with co-located walk-in centres (32.9% of respondents)High percentage of patients expressing a preference for care in an established ED compared with that in a new walk-in centre facility
No difference in satisfaction between control and intervention
Re-coded dissatisfaction scores suggested patients were more dissatisfied by ED in relation to visit duration, cleanliness of the facility, time given to discuss healthcare problems, involvement in decision-making, discussion of fears and anxieties and privacy during the consultation
Kool et al8
Controlled before and afterTraditional primary and emergency careIEP Integrated primary and emergency care
Triage/telephone triage according to protocol by GP assistant. Allocated patients to: ED doctor, GP or nurse specialist
No difference in satisfaction with accessibility, WT, reception, information and communication, autonomy, discharge and aftercare, interpretation of the question, treatment
Significant staff dissatisfaction with IEP for autonomy, social climate, being informed, culture, use of personal capabilities/skills (p<0.05)
Boeke et al19
Before and after evaluation
Self-referrers who attended the ED on weekdays during the day (10:00–17:00)
Control n=832Allocated to GP
Patient satisfaction in the new care period (GP) was significantly higher than in the usual care (ED) period (mean difference 0.4, 95% CI 0.3 to 0.6)
No difference in access; 0.07 (95% CI −0.12 to 0.27)
  • GP, general practitioner; IEP, integrated emergency posts; SHO, senior house officer; WT, waiting time.