The Effect of Informational Handouts on Patient Satisfaction for Emergency Medical Service

Kim, Sang Chul; Kim, Young Min; Lee, Kyeong Ryong; Baek, Kwang Je; Jung, Ho Sung; Lee, Jae Dong

Abstract

PURPOSE
Although detailed explanations by medical staff increase patient satisfaction, there is often a lack of personnel to provide this service. Handouts detailing common general inquiries have the potential to provide similar information. This study was conducted to examine the effects of emergency room informational handouts on patient satisfaction.
METHODS
From September 2009 to October 2009, handouts regarding emergency department (ED) facilities, the triage process, and symptom-based information were distributed on alternating weeks to patients in the ED waiting area. Questionnaires were distributed to all eligible patients and guardians at the time of admission and collected the next day. The questionnaire used a five-point Likert scale, and consisted of 15 detailed questions regarding satisfaction with the ED registration process, medical evaluation and treatment, and the ED environment.
RESULTS
In total, 400 questionnaires were distributed and collected from 281(70.3% response rate). A total of 121 (43.1%) received the informational handout and 160 (56.9%) did not. Overall, 141(50.2%) males, 140(49.8%) females, 205(73.0%) patients, and 75(27.0%) guardians responded. Only two of the 15 detailed questions had statistically higher scores in the group that received the informational handout (p<0.05) (satisfaction with explanation given about emergency room facilities and satisfaction with instructions given by the nurse). For other questions, there was a non-statistically significant trend towards higher scores in the informational handout group.
CONCLUSION
Informational handouts did not statistically improve patient satisfaction with ED care.